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Systems Engineer, Tech 2

Company: Responsive Technology Partners Inc
Location: Milledgeville
Posted on: August 5, 2022

Job Description:

Responsive Technology Partners has been providing world class customer service and technical support for customers throughout the Southeast since 1994. We were recognized in 2020 as one of the fastest growing companies in America by Fortune Magazine and are expanding our team.Job SummaryThe ideal candidate will have a thirst for knowledge and growth, a passion for solving problems and helping others and embody our core values of excellence, integrity, innovation and a servant's heart.As a Tier 2 Support Technician, you will be responsible for supporting inbound tickets and phone calls to clients and triage needs to higher level engineers as required. This role will provide Tier 2 level support, including level 1 escalations for workstations, servers, virtualization, printers, networks, and vendor specific hardware and software. Support Technicians will be required to provide after hour support on a rotating shift.Essential Duties and Responsibilities:

  • Answer phone calls, respond to tickets/alerts as well as handle escalated issues in a timely fashion.
  • Advanced technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wireless.
  • Advanced remote access solution implementation and support: VPN and Terminal Services.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • Maintain internal and/or client-facing documentation as changes or knowledge is found.
  • Detailed communication with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.
  • Support of backup and disaster recovery solutions.
  • Work closely with team members, Field Engineers and Project Engineers when needed or called on for assistance.Additional Duties and Responsibilities:
    • Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships.
    • Fast and timely turn around on all customer requests and escalations.
    • Ability to work in a fast pace team environment.
    • Communication to our clients, vendors, and internally via phone, email, and ticketing system.
    • Escalating requests to appropriate higher-level team members or departments when needed.
    • Responsible for entering time and expenses as it occurs in our ticketing system.
    • Ability to work independently with locating information to assist a customer/vendor.
    • Enter all communication and work inside a service ticket.
    • Ability to assist and or train other team members when assistance is needed.
    • Part of an On-Call Rotation for After Hours support.Qualifications
      • Minimum High School Diploma or equivalent.
      • College level courses in IT and/or certification preferred.
      • Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Responsive Technology Partners.
      • Minimum 3 years of experience in similar role.
      • Advanced understanding of operating systems, business applications, printing systems, and network systems.
      • Advanced diagnostic skills of technical issues.
      • N-Central RMM /AutoTask PSA experience strongly desired.
      • Knowledge of IT applications, processes, software, and equipment.
      • Strong organizational and customer service skills.
      • Interpersonal skills: such as communication skills, active listening, and customer-care.
      • Ability to multi-task and adapt to changes quickly.
      • Ability to work in a team and communicate effectively.
      • Technical awareness: ability to match resources to technical issues appropriately.
      • Service awareness of all organization's key IT services for which support is being provided.
      • Understanding of support tools, techniques, and how technology is used to provide IT services.
      • Self-motivated with the ability to work in a fast-moving environment.Job Type: Full-timeExperience:
        • Experience with managing Microsoft Windows Server, Windows desktops, Active Directory, and SQL (2 years)
        • Prior use of RMM and CRM software for managing IT customers (2 years)
        • Solarwinds N-Central RMM & AutoTask PSA and/or ConnectWise experience strongly desired (2 years).
        • Experience with supporting business applications, such as Office 365 and other line-of-business software solutions (3 years)
        • Microsoft Azure infrastructure design, implementation and support (2 years)
        • Advanced network setup and troubleshooting expertise, with business-class firewalls and switches (2 years)
        • Excel at problem-solving and isolating root cause of issues
        • Experience with Linux is a plusSalary:Salary dependent upon related work experience and certification(s).

Keywords: Responsive Technology Partners Inc, Macon , Systems Engineer, Tech 2, Other , Milledgeville, Georgia

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