Level 2 IT Engineer - Senior IT Engineer
Company: Recooty
Location: Miami
Posted on: October 22, 2024
Job Description:
Tier 2 IT Support Engineer (not an entry level position)RYC
Business ITMiami FL Compensation$40,000 to $70,000 Annually -
Commensurate with Experience Employment TypeFull-Time Why Work
Here?We are on the hunt for a dynamic, self-motivated and
innovative professional to join our team in a role that is sure to
challenge and inspire. Just like our founder, we are seeking
someone who is not afraid to think outside the box, take
initiative, and bring new, transformative ideas to the table.The
ideal candidate will not be deterred by obstacles but will see them
as opportunities to learn and grow. A tireless work ethic,
relentless curiosity, and a desire to impact are key traits that
will make you a successful member of our team.You will be working
closely with our company founder, providing you with the chance to
learn directly from an industry trailblazer. If you are eager to
develop your career, to make a significant impact and are ready for
a challenge, we would love to hear from you. Responsibilities:
- Be ready to wear multiple hats and thrive in a dynamic and
often self-directed environment.
- Bring innovative ideas to the table and don't hesitate to voice
them - we love creativity and fresh perspectives!
- Show a relentless drive towards achieving goals and setting new
ones. Qualifications:
- Relevant experience in our industry, or a clear passion and
commitment to dive in and learn fast.
- Proven ability to work proactively, showing initiative and
drive.
- Strong problem-solving skills and the ability to think outside
the box.
- Excellent communication skills.
- GoogleFu Rank: Black Belt - Grand Master Level
- Excellent Documentation skills - knowing what to document, how
to document it, and in such a way that is easy to find and use
- *Existing* Home Lab required.
- Applicants with a private domain e-mail addresses using Office
365 or Google Workspace will receive priority visibility
- Microsoft Intune
- Microsoft Azure Virtualization and VNETs
- Powershell scripting for PC and Office365
- Microsoft 365 and Google Workplace
- Microsoft Defender for Office365 Experience with these is a
plus:
- VoIP
- GAM and GYB
- VMWare
- Mimecast and Proofpoint
- VEEAM Should have understanding of:
- Hypervisors and Virtualization
- Advanced DNS
- Switching, Firewalls and Firewall rules, basic routing, VLANs,
ACLs
- SSO, SAML, oAuth Our team is small but mighty, and the work you
do will have a significant impact. We are more than just a company
- we are a community of driven individuals looking to make a
difference. We hope to find a team member who mirrors our core
values and will help us push the boundaries of what is possible.If
you're starting your professional career and seeking an
extraordinary career trajectory and a chance to make a difference,
don't hesitate. Apply today and let's explore the future together.
Our Core Values:Quality - Provide products and services that exceed
what customers expect. The right tools for staff, comfortable work
environment. How well we give staff and customers meaningful,
complete, A-Z solutions.Compassion - Don't be an IT guy, seeing
issues through your own lens. Put yourself in the other persons
shoes and address the issue from their perspective. Their situation
is not the technology, it's the interruption to work, having a bad
day, missing a deadline. Understand they may be frustrated, not
just need a fix. Show the other party that you care about their
predicament.Excellence - Not perfection. Mistakes are not failure.
Striving to provide the best "you" you can. Owning mistakes, making
corrections, and learning from them. Be self-motivated to be better
tomorrow than you were today.Accountability - Take responsibility
for your actions. You are in control of the results of your
undertaking. We are results driven, therefore it is expected that
we all hold each other accountable to those results. We look for
solutions, not excuses or blame. Our Passion:Helping people improve
the way they work and live. What WE do Best:We use innovation &
compassion to provide quality IT solutions to small-to-medium
businesses. This position requires previous experience working as
an IT Support technician. This is not an entry level position. We
are looking for candidates with 3-4 years of experience in the
Information Technology field. A Level 2 Engineer is not someone
that is expected to architect or design solutions and IT systems,
but is someone that is expected to be able to troubleshoot, secure,
and repair any existing systems. The number one goal of everyone in
our team is to make our clients exceptionally happy. The Tier 2 IT
Support Technician plays an important role in making sure that
happens. The Tier 2 IT Support Technician handles the level 2
support requests that come in from our clients and get escalated
from the level 1 Support Desk team. They also work on repeatable
process project work such as IT infrastructure installation and
configuration. When additional help is needed the Tier 2 IT Support
Technician can get help from or escalate issues to the Tier 3 IT
Support Technician. RESPONSIBILITIES & TASKSCustomer service
- Work on and resolve escalated Helpdesk Tickets
- Delight our Clients with a Friendly, Quick and Helpful
Experience
- Provide the Client with advanced remote troubleshooting
- Remote Hardware Maintenance and SupportUse of our Ticketing
System
- Use our Ticketing System to work on and resolve Helpdesk
Tickets & Service Requests
- Managing and recording all work through our Ticketing
System
- Make sure that Client Documentation is well maintained
- Split tickets that have several issues into their own
individual ticket
- Make sure that tickets aren't "stale" throughout the processUse
of our Remote Monitoring & Management Tool (RMM)
- Review RMM dashboard and apply remediation actions as indicated
by our Processes
- Review regularly scheduled/automated actions as indicated by
our ProcessesProject Work
- From time to time the projects team will need additional
resource to help deliver projects either on site or remotely. When
opportunities arise the L2 Technician may be required to help with
project deliveryCommunication, Reporting & Risk
- Escalate tickets that require Senior L3 Technician support
- Communicate to the client the status of their ticket every step
of the way, notify them of any changes or outages related to their
issue
- Submit Timesheets & Expense reports as indicated on their
SOPs
- Identify, Communicate and Mitigate potential risks to the
Service Delivery Manager and ClientsTeamwork
- Mentor the Level 1 Technician team members
- Follow the schedule provided by the Service Delivery Manager or
Service Coordinator / Dispatcher
- Follow Standard Operating Procedures (SOPs) for daily / weekly
recurring tasks
- Follow all our Security Procedures and Keep a Vigilant Eye for
Security Issues
- Identify opportunities for improvement and make constructive
suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the Service Delivery
Manager SKILLS & ATTRIBUTES DESIRED
- A love of (and ability to) Solve Problems & Challenges
- Great Communications skills, founded in being a good
listener
- Advanced understanding of support tools, techniques and how
technology is used to provide services
- Advanced diagnosis skills of technical issues related to
end-user hardware & software and network devices
- Advanced experience and knowledge of working with the Microsoft
365 Platform & Google Workspace
- Must be able to type quickly and accurately while talking on
the phone
- A deep desire to deliver an amazing Client Experience
- Advanced knowledge of IT Applications, Software & Hardware
- The ability to speak both Geek and human
- Driver's license
- The ability to keep up with & adapt to the fast-paced IT world
NICE TO HAVE
- Experience using a Ticketing system / RMM Tool and PSA
software
- Experience providing support via remote tools
- Experience handling Technical Service Tickets
- Experience and knowledge of working with the Microsoft 365
Platform
- Professional IT Certifications such as Server+, Network+,
Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits
etc.
- Experience working either on a Helpdesk or for a Managed
Service Provider (MSP) / IT Support Business. CAREER GROWTHFor
someone looking to progress their role, the Tier 2 IT Support
Technician naturally leads into roles such as: the Tier 3 IT
Support Technician, Service Delivery Manager, and more.
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Keywords: Recooty, Pembroke Pines , Level 2 IT Engineer - Senior IT Engineer, Engineering , Miami, Florida
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