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Level 2 Technical Support Opening, San Antonio, TX

Location: San Antonio, TX

Post Date: 10/18/2021

Job Description:

The Support Engineer is responsible for onsite service and support needs for our clients. This relates to all technology, including: workstations, servers, printers, and vendor specific hardware and software, VoIp phone and Networking.

Basic Functions:

· IT support involving Microsoft’s core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.

· Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.

· Implement and support disaster recovery solutions.

· Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

· Remote access solution implementation and support: VPN, Terminal Services, and Citrix.

· System documentation to include system reviews and recommendations.

· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.

May require climbing ladders and cabling

Additional Duties and Responsibilities:

· Excellent customer service, perception, and satisfaction.

· Ability to work in a team and communicate effectively.

· Escalate service issues that cannot be completed within agreed service levels.

· Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.

· Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.

· Document internal processes and procedures related to duties and responsibilities.

· Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge/Skills Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

· Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP

· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

· Diagnosis skills of technical issues.

· Ability to multi-task and adapt to changes quickly.

· 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.

· Typing skills to ensure quick and accurate entry of service request details.

· Self-motivated with the ability to work in a fast moving environment.

Educational/Vocational/Previous Experience Recommendations:

· 3 years of IT experience.

Benefits:

· Competitive salary based on experience and qualifications.

· Health, vision, and dental benefits included.

· Full on the job training & support.

· Fun working environment and culture.

· Great opportunity for advancement.


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