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Technical Services Engineer (Level 2) Position
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Location:
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Mechanicsburg, PA
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Salary:
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$45,000+ DoE (plus full benefits and bonus opportunities) |
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Experience:
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3+ years |
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Position Type:
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Full-time, Salaried, Onsite |
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| Job Description |
| This employee is responsible for providing technical hardware, software, and network problem resolution to clients and internal users by gathering information to troubleshoot and diagnose issues. After diagnosing, the employee will resolve the issue or guide users through step-by-step solutions in a tech center environment, clearly communicate technical solutions in a user-friendly and professional manner, and provide one-on-one end-user training as needed. This employee will assist other company Network Technicians to troubleshoot network problems, schedule client work, solve more complex end-user problems, conduct hardware and software inventory, execute database maintenance and reporting, and perform other related work as required. |
| Normal hours of operation are
8:00am-5:00pm, Monday through Friday. To reduce downtime,
evening and weekend work is necessary to provide after-hours
support or complete projects and tasks as required by clients,
existing contracts, or unexpected system downtime or failure. |
| This is a very fast-paced and dynamic career opportunity with unlimited personal growth potential, the opportunity for additional monthly project performance bonuses, and expanded knowledge in Information Technology and the latest Microsoft technologies. Candidates should be forward thinking, innovative, committed to providing timely and professional implementation and support services to our employees and clients, and very eager to learn new and advanced technologies. |
| Job Responsibilities |
- Provide on-site Level 2 support. This includes break/fix, root cause analysis, and escalating the need for the implementation of preventative measures to the Tech team
- Respond promptly to customer requests for support, following their policy and procedure in the use of their support ticketing system
- Promptly notify the Tech team of any critical technical or customer service issues
- Create prompt, clear, concise and effective communication across all Customers and Teams
- Adhere to CDS’s policy and procedure regarding attendance and punctuality, to office and customer
- Participate in CDS’s internal projects and company meetings as required
- Work with consulting vendors and partners as required
- Adhere to Computer Development Systems policies and Procedures
- Must be able to travel to and from customer location independently
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| Key Competencies |
- Excellent troubleshooting skills with ability to work under pressure
- Ability to resolve conflicts with customers and personnel
- Meet or exceed weekly goals for customer service and projects
- Provide detailed weekly reporting on team progress of goals and commitments to management
- Skilled at creating quality documentation covering technical support environments
- Ability to communicate with clients in a professional manner, troubleshoot client's technical issues and deliver a high level support experience
- Self-starter with high energy and drive to meet the needs of a demanding customer environment
- Ability to think creatively as well as adapt and contribute to changing environments
- Strong verbal and written communication skills
- Strong interpersonal skills and the ability to work effectively with both customer and CDS resources
- Ability to define problems, collect data, establish facts, and draw valid conclusions
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| Position Requirements |
- Experience supporting Windows Servers and Operating Systems (2012-2019)
- Active Directory, account and Group Policy, administration
- Knowledge of TCP/IP, DNS, DHCP and WINS from a troubleshooting perspective, with 3-5 years' experience
- Hands-on administration with MS Exchange (2013-2019)
- Experience configuring client side VPN's with Cisco or SonicWALL, other products
- Knowledgeable in cabling and client side configuration
- Experience with end-to-end message flow and third party internal and hosted anti-spam providers a plus
- Knowledge of Cisco routers, ASA Firewalls a plus, but not required
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| Education/Experience Preferences
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- Associates degree and at least 3-5 years of related work experience and/or training; or equivalent combination of education and experience
- 3-5 years of Desktop Support troubleshooting in a Windows environment
- 1-2 years as Server Support acting as an escalation point for technical questions from junior staff
- Strong customer service skills requiring frequent end user interaction
- Demonstrate a take ownership attitude
- Strong leadership qualities especially working with junior technicians
- Experience documenting IT related procedures & processes to improve overall team knowledge
- Working knowledge to install, configure & troubleshoot: Microsoft Windows Desktop Operating Systems, Office, Outlook/Exchange, Project, Visio, IE/Firefox, Printers, Desktops, Laptops, Servers, and other various hardware components
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| Please send your resume and cover letter to resumes@compdevsys.com. |
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