Level 2 Support Engineer
Company: Avinext
Location: College Station
Posted on: March 12, 2023
Job Description:
About 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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