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    Level 2 Engineer - Cambridge, United States - Ember One

    Ember One
    Ember One Cambridge, United States

    3 weeks ago

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    Description

    Job Description

    Job Description

    Job Description:

    We are a dynamic IT company focused on team work and AMAZING CUSTOMER SERVICE.

    We are looking for hard working engineers who love technology and people. We value customer service, team work, excellence in technology, quality of life, and great relationships with our clients and each other. We love people that are thinking about the big picture and want to break free of boxes.

    You will have many opportunities for technical and professional growth in all aspects of information technology. We are looking for a long-term colleague that will grow with the company.

    Primary Responsibilities

    • Support service requests
    • On-site support of biotech lab environment/end user support/integration of equipment
    • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, switches
    • Responsible for diligently entering all time entries into the ticketing system as they occur
    • Work with client account management to ensure excellent customer service is being delivered
    • Escalate service issues that require higher-level engineer support
    • Business awareness: focus on customer specific knowledge and how IT relates to their business strategy and goals
    • Organize, manage and articulate workload and tasks
    • Customer communication: effectively communicating incident progress, notification of impending changes, agreed outages, etc.
    • Ability to work in a team and communicate effectively and efficiently
    • Improve customer service, perception, and satisfaction
    • Workstation management and troubleshooting
    • Active Directory management and troubleshooting
    • Microsoft Exchange management and troubleshooting
    • Microsoft 365/ Azure AD/ Exchange Online management and troubleshooting
    • Professional appearance and behavior (appropriate dress, punctuality, etc.)
    • Interfacing and communication with client executives

    Requirements

    • At least 3 years of relevant experience (IT and/or customer service – MSP preferred)
    • Exceptional Communication Skills
    • Microsoft Windows 7/10+ and Server 2008 R2+
    • Microsoft Office Suite 2013+ and Office 365
    • Mobile Technologies (Android, iOS, etc.)
    • Basic network troubleshooting experience
    • Ability to pass background check
    • Backup Technologies (Veeam, StorageCraft, Datto, etc.)
    • Ability to travel to client sites as needed

    Preferred experience

    • Prior MSP experience
    • Relevant certifications (MCSA, MCSE, Network+, CCNA, etc.)
    • Ticketing tools (ConnectWise Manage)
    • RMM/remote management experience
    • Apple products
    • Firewall management/troubleshooting

    Benefits

    • Medical
    • 401k
    • Paid Vacation
    • Company profit sharing program
    Company DescriptionWe are a dynamic IT company focused on teamwork and AMAZING CUSTOMER SERVICE.

    We value teamwork, excellence in technology, quality of life, and great relationships with our clients and each other. We love people that are thinking about the big picture and want to break free of boxes.

    Company Description

    We are a dynamic IT company focused on teamwork and AMAZING CUSTOMER SERVICE.\r
    \r
    We value teamwork, excellence in technology, quality of life, and great relationships with our clients and each other. We love people that are thinking about the big picture and want to break free of boxes.
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