Support Engineer

Department: Managed Services
Reports To: Service Manager
Pay: Salary (Full-Time Exempt) + Benefits + Bonus

Job Summary
At TruTechnology we do not believe in Entry Level Help Desk roles. In fact the term Help Desk are dirty words around here – Our Support Engineers are part of our Reactive Support team which is most customer facing role in the organization so these staff members all have to be A players. In addition to strong technical aptitudes, backed by at least two years of in the trenches experience, this person is a good communicator and a person who can manage well when the Client is in a pickle and really needs strong guidance. The pace and demands in this environment are much greater than an "in-house" position. They are responsive and know the importance of communicating and meeting ETA's to Clients. They are able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange, IIS, Cisco Internetworking, VPN's, firewalls, backup systems and more (from Desktop to Data Center).

Job Responsibilities

  • Provide a high level of customer service with a positive attitude at all times
  • Work reactive issues (Client submitted or monitoring generated) remotely and onsite as needed within committed Service Level Agreements (SLA’s)
  • Pay close attention to detail while performing technically detailed tasks
  • Deals effectively with stressful situations focusing on the best outcome for the Client
  • Has willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
  • Articulate technical information clearly and simply to non-technical people
  • Implement Small Projects
  • Assist Project Engineers on Larger projects
  • Assist NOC Chief with completing reoccurring Centralized Services tasks
  • Self-motivated and is self-directed when necessary
  • Any other assigned duties

Key Characteristics

  • Receives positive Client feedback, considered responsive, reliable, knowledgeable, and diligent
  • Receives positive internal staff feedback, considered responsive, reliable, knowledgeable, and diligent
  • Performs accurate and timely time entry
  • Focused on lowering Average Response Time
  • Focused on lowering Average Resolution Time
  • High Billable Hours / Utilization
  • Mentors new Engineers

Qualifications / Knowledge Required

  • Server Operating Systems
    • Required: Windows
    • Installation, configuration and troubleshooting
    • Configure file, print and remote access services
    • Administration, including add/remove users and groups, configure NTFS file permissions, check event logs, configure and restore from backup
  • Enterprise E-mail
    • Required:Server
    • Installation, configuration and troubleshooting
    • Administration of enterprise e-mail application, including add/remove users and group, name changes, forward mail to other accounts, and add aliases. Replication and Clustering a plus.
  • Workstation
    • Required: Windows
    • Troubleshooting and configuration
    • Installation, configuration, troubleshooting and customization of Microsoft Office Suite applications
    • Solid understanding of and ability to troubleshoot and test workstation hardware including video cards, NICs, sound cards, and hard drives
  • Datacenter Technologies (Clustering/HA a plus)
    • Working Knowledge of Hyper-V and VMware
    • Working Knowledge of SQL
    • Working Knowledge of Exchange
    • Working Knowledge of Enterprise Backup Systems
    • Working Knowledge of Citrix Technologies
  • Infrastructure
    • Working Knowledge of Firewall Technologies – Cisco ASA, Cisco Meraki, Dell SonicWALL, WatchGuard, Juniper
    • Working Knowledge of SAN architecture (iSCSI and/or Fiber Channel)
    • Working Knowledge of Wireless Technologies
    • Working Knowledge of Switches (VLAN, SNMP, STP)
  • Other Preferred Technical Knowledge
    • Solid understanding of and ability to configure TCP/IP subnetting and troubleshooting Internet connectivity
    • Experience with and understanding of routers and firewalls
    • Experience and understanding of Terminal Services & Citrix
    • Understanding of relationship between switches, patch panels, and connecting nodes to a network
    • Understanding of network services such as DNS and DHCP
    • Understanding of High Availability / Load Balancing solutions
  • Other Considerations
    • Regular and timely completion of Minimum Documentation Standards for each client
    • On-going self-training to preserve professional viability is a must
    • The ability to regularly score 10’s on the Quality Assurance survey
    • Execution and conclusion of projects on-time and/or successful management of client expectations when targets cannot be met
    • Ability to communicate with client at all levels from IT personnel to CxO’s and to understand business issues in context of IT issues
    • Takes ownership of tasks and follows through to ensure complete resolution
    • Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
    • Ability to pay close attention to detail while performing technically detailed tasks
    • Ability to deal effectively with stressful situations
    • Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
    • Ability to provide accurate time estimates for how long a task will take
    • Understands that the success of individuals is measured by the success of their teams
    • Ability to quickly learn new technologies through the use of self-study materials and intuition
    • Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. -- Susie can't print)
    • Enjoys sharing information, supporting others, and working on a team to achieve team goals
  • Credentials and Experience:
    • Engineer with minimum four years’ production hands on experience (two for Support Engineer)
    • Minimum 4 years’ production experience - Active Directory Support, Microsoft Windows and Windows Server Support, Microsoft Exchange Support
    • Minimum 4 years’ production experience - Switching/VLAN/Routing/Firewall Support
    • Minimum 4 years’ production experience - Server Hardware Technologies (CPU/RAID/RAM/NICs) Support
    • Minimum 4 years’ production experience - Data Backup and Recovery Support, Corporate Antivirus Solutions, VPN Connectivity Support
    • Have multiple certifications, high skill level. The following certifications are preferred: MCSA/MCITP, CCNA/CCDA/CCVP/CCIE, VCP, Project+, Network+