Tier 2 Escalation Engineer - Farmingdale, United States - Bowman Williams

Bowman Williams Farmingdale, United States

3 weeks ago

Description

We are a boutique cloud and managed services company, in Farmingdale, NJ.

We are at a current headcount of 22 and looking to add 1 more to our team; a Tier 2 Escalation Engineer.

We are small, but we are stable.

So, come work for a company that puts IT first, in an employees' first environment, instead of one of those big corporate environments that sees IT as a cost department and you as just a number on a piece of paper.

The Tier 2 Escalation Engineer is responsible for providing remote service and support needs for the Cloud and Managed IT customer base in the Long Island area.

This relates to all technology at their locations, including workstations, servers, printers, networking equipment, and vendor-specific hardware and software. The role also carriers project implementation responsibilities with regards to server builds and VMWare deployments.
IT support relating to technical issues involving Microsoft's core business applications
Support services for Microsoft related technologies: Windows 7, Windows 10, Windows Server, Exchange, O365, Active Directory, etc.
Ability to configure and troubleshoot network equipment including routers, switches and firewalls.
Provisioning and installation of hardware and software as they relate to user workstations, servers, and other IT-based appliances, etc.
Remote access solution implementation and support: VPN, Terminal Services, and Citrix
Working knowledge of VMware – ability to provision and troubleshoot

Communication with customers as required:
keeping them informed of incident progress, notifying them of impending changes or agreed outages
Escalate service issues that cannot be completed within agreed service levels
Develop in-depth knowledge of the service catalog and how it relates to customer's needs
Understand processes in ConnectWise by completing assigned training materials
Enter all work as service tickets into ConnectWise
Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
VMware, networking, and firewall knowledge.

Interpersonal skills:
such as telephony skills, communication skills, active listening and customer-care
Problem-solving, troubleshooting and diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly, including re-prioritizing assignments.

Technical awareness:
ability to match resources to technical issues appropriately
Understanding of support tools, techniques, and how technology is used to provide IT services
Self-motivated with the ability to work in a fast-moving environment
Salary range $70K-$90K
401(k) plan
*Actual salary for Tier 2 Escalation Engineer to commensurate with experience*Opportunity Location

Farmingdale, NY
Proposed Salary

$70,000-$90,000
Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers.

Ranked by Forbes as one of America's top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry.

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