SE1s work directly with our clients, as well as other system engineers, to provide support on various support tickets to provide installation and support service for multiple customer networks. Primarily in-house support and responsible for working tickets of varying degree of difficulty on our service desk.

Reports to Service Manager.

PRIMARY RESPONSIBILITIES:

• Hardware – Support and troubleshooting including identifying, using and connecting hardware components and devices as well as setup and install common peripheral devices
• Windows Operating Systems – Install and support Windows OS including command line and client support
  • Desktop Support (Windows & Mac)
  • Server Support (Windows)
• Software Troubleshooting – Troubleshoot PC and mobile device issues
• Support of MS Office and Office 365 suite
• Networking – Support and troubleshooting of networks and connections including TCP/IP, DNS, DHCP, HTTP, SSL, Wi-Fi, and network equipment (NAS devices, switches, network printers)
  • Firewall Support (SonicWALL, Cisco, Fortinet, WatchGuard)
• Infrastructure support – Troubleshoot cabling, device and storage technologies
• Security – Identify and protect against security vulnerabilities for devices and their network connections
• Mobile device support – Install and configure laptops and other mobile devices
• Support and provide basic understanding of Mac OS, Linux, and mobile OS
• Server and network maintenance for varied network environments
• Escalate to higher level support, as required
• After-hours Primary/Secondary support every few months
• Create/Update proper documentation, diagrams and other detailed instructions

Preferred Qualifications and Skills:

• 2+ years of technical support experience
• Able to work on support tickets independently and update status accurately
• Ability to manage priority of support requests in a fast paced, fast-growing environment
• Able to learn and adapt quickly
• Excellent communication skills – verbal and written
• Ability to explain complex IT concepts in simple terms
• Technical certifications