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Level 2 Support Engineer

Company: Avinext
Location: College Station
Posted on: May 15, 2022

Job Description:

Job DescriptionAbout CompanyBased in College Station, Texas, Avinext is a leading provider of IT, Physical Security, and Audio/Visual systems with over 30 years of successful business. We are looking to expand our team with individuals who align with our Core Values of Always strive for excellence, Be committed, and Customer first (our ABC's). These values reflect who we are as individuals and we use them to guide us in our relationships with clients, vendors, and team members. We are passionate about serving our customers and believe that our service is the difference. If you align with these values, love cutting edge technology, and having fun, we invite you to apply to join our team! Role:The L2 Support Engineer is a critical technical support position within our organization that provides remote and onsite support to our clients located in Bryan/College Station and beyond. The primary role of this position is to WOW our customers by delivering exceptional service through the management and execution of their service requests, as well as, providing technical support and coaching to internal team members. Primary Responsibilities:

  • Provide a high level of technical assistance and support to end users on a variety of issues
  • Identifies, researches, and resolves technical problems
  • Responds to telephone calls, email and personnel requests for technical support
  • Documents, tracks, and monitors the problem to ensure a timely resolution
  • Manage and execute escalated service requests
  • Maintain client and company documentation
  • Maintain high service utilization
  • Stay up to date on current and future technology
  • Survey, document, and on-boarding of new MSP customers
  • Participate in the on-call rotation
  • Maintain time and expense daily in ConnectWise
  • Provide support and technology guidance to other lower-level helpdesk team members and be a springboard for ideas, processes, and procedures Essential Duties:
    • Provide support relating to technical issues involving core business applications and operating systems as well as virtual systems built on Microsoft Hyper-V, VMware and other virtualization tools
    • Design, implementation, administration, and support services for Microsoft related technologies: Windows Server, Exchange, Office 365, SQL, SharePoint, etc.
    • Support of backup and disaster recovery solutions
    • Provide technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
    • Provide technical services and support of VoIP telephony systems, both hosted and on premises
    • Remote access solution implementation and support: VPN and Terminal Services/RDS
    • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service ticket
    • Utilize remote management tools to perform work on customer environments and troubleshoot higher level system alerts
    • Communication with customers and team management as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
    • Participate in discovery sessions with prospects and customers to gather and understand their technical and functional requirements
    • Interface with customer's executives and technical representatives, business partners, and all levels of companies' employees Additional Responsibilities
      • Improve customer service, perception, and satisfaction
      • Fast turnaround of customer requests
      • Ability to work in a team and communicate effectively
      • Work with Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently
      • Escalate service requests that require higher engineer level support and/or cannot be completed within the agreed service levels
      • Understand processes utilized in ConnectWise by completing assigned training materials
      • Enter all work as service tickets in ConnectWise Qualifications/Skills:
        • Minimum of five years of hands-on experience in a fast paced and dynamic technical support environment.
        • Hold several IT certifications, such as: Microsoft MCP, MCSA, or MCSE, Cisco CCNA, or VMware VCP
        • Scripting experience in ConnectWise Automate
        • Advanced understanding of operating systems, business applications, printing systems, and network systems
        • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
        • Diagnosis skills of technical issues
        • Ability to multi-task, adapt to changes quickly, and handle stressful situations
        • 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
        • Must past background check and have clean driving record Compensation:$50,000 - $80,000 annually depending on qualifications and experienceBenefits:Avinext is a small company with big benefits and focus on helping employees build towards the future. Our benefits include:
          • Medical, Dental Insurance, and Disability Insurance
          • 401(k) retirement plan
          • Cell phone reimbursement plan
          • Flexible time off and vacation benefits
          • Training and opportunity for growth Physical, Mental and Environmental Requirements:
            • Employee is required to stand, walk, climb, sit and use hands and fingers
            • Some lifting, carrying, pushing and pulling equipment is involved when handling service calls outside the department Avinext is an Equal Opportunity Employer and employment decisions are based on business needs, job requirements, and individual qualifications. We do not discriminate based upon race, religion, color, national origin, age, sex, sexual orientation, gender identity, gender expression, genetic information, parental status, military service, status as an individual with a disability or other non-merit factors. This job description does not list all the duties of the job. You may be asked by supervisors or management to perform other instructions and duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. Management has the right to revise this description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason as outlined in the employee manual or other written agreement.

Keywords: Avinext, College Station , Level 2 Support Engineer, Engineering , College Station, Texas

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