Technical Services Engineer II (11am-8pm ET)

Responsibilities

• Develop and provide technical coaching and mentoring to other help-desk employees.
• Adhere to process for troubleshooting and task management.
• Oversee implementation of desktop configuration management at the help desk level.
• Gather accurate technical information from customers on reported issues.
• Maintain accurate inventory for all IT hardware and software.
• Assist with the implementation and maintenance of hardware, software, and peripherals.
• Monitor and perform audits of computer systems and backups.
• Responsible for documenting time and expenses as they occur.
• Provide proactive communication and notification to users of pending or upcoming problems, outages, or other service issues
• Provide professional end-user support via telephone, email, or web chat services.
• Provide appropriate documentation on services provided and status updates as needed.
• Train and provide support to client staff on new technology implementations.
• Assist users with account creation, accessing, and using IT systems and other basic user function issues as presented.
• Track and route problems and requests and document resolutions.
• Escalate technical issues appropriately noting accurate and sufficient information to maintain customer server levels within the organization.
• Troubleshoot performance issues and issues with browsers and plugins.
• Providing on-call/after hours work when necessary; including weekends.

Requirements

• 2+ years of experience as an administrator with Microsoft Office 365
• 2+ years of experience repairing all issues with Microsoft Windows 10 Pro
• 2+ years of experience working with Windows computers in a corporate environment.
• 1+ years of experience in Windows Active Directory user and group administration.
• Bachelor's degree or equivalent work experience
• CompTIA Network+ and A+ Certification
• Expert with Windows 10 and 11/Mac OS X/iOS and Android Devices in a corporate environment, including AzureAD Domain Join
• Understanding of advanced LAN/WAN infrastructure
• Understanding of advanced server and network device hardware and functions
• Demonstrated ability to troubleshoot computer hardware and peripheral troubleshooting
• Demonstrated ability to perform server administration (user management, group management, DHCP reservations, DNS records, etc.)
• Experience working with Office 365 Suite (Exchange Online, SharePoint Online, Teams) from a Global Administrator and Service Admin perspective.
• Experience working with Microsoft Endpoint Manager for device management required.
• Demonstrated proficiency for learning new tasks and skills
• Demonstrated proficiency in customer service
• Ability to understand and adopt the principles of C3's Core Values
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
• Experience working with ConnectWise Manage PSA and ConnectWise Automate
• Ability to work in a team and communicate effectively.
• Ability to multi-task and adapt to changes quickly.
• Ability to explain technical information in understandable language to nontechnical staff members.
• The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment.
• Service awareness of all organization's key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quic

Additional Information

Are you passionate about IT and enjoy working in diverse, dynamic environments? As a Technical Services Engineer II , you'll be at the forefront of ensuring seamless technical operations for our customers. This role goes beyond just troubleshooting - it involves mentoring colleagues, managing IT systems, and directly contributing to the success of our clients by delivering reliable support across various platforms. If you thrive on solving challenges and making a tangible impact, this could be the perfect opportunity for you to grow and lead within our team. As a Technical Services Engineer II , your main responsibility will be providing comprehensive support to end-users and managing network operations within our customer environments. You will handle a variety of tasks, from resolving workstation issues and performing basic server and network administration to managing and supporting Microsoft 365. Additionally, you'll assist with user administration, configure new workstations and peripherals, address security concerns, manage software updates, and offer technical guidance. Beyond these technical duties, you'll also play a key role in mentoring team members, maintaining detailed documentation, and carrying out process-driven tasks. This role is perfect for IT professionals who enjoy working with diverse individuals and excel at solving problems in fast-paced, ever-changing settings. Hours are Monday-Friday, 11am to 8pm ET, and providing on-call/after hours, including weekends, when necessary.

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