Provide Tier 2 support to end users.
Provide troubleshooting and technical support remotely via phone, web based tools and email, as well as onsite visits to customer locations.
Advise customers regarding the product's proper use and address specific user issues.
During problem escalations, act as a liaison between customers and Tier 3 support if necessary.

5+ years of system administration experience in a fast paced environment, or 3 years of experience with Microsoft certifications (MCP, MCSE)
Windows Desktop Support
Basic hardware and software troubleshooting
Competent in basic troubleshooting and setup of Microsoft Office
Virus / Spyware removal
Windows Server system administration (2008R2 and 2012R2 required,)
Exchange (Exchange 2010,2013, O365), maintenance, upgrades and troubleshooting
Backup administration
Strong knowledge of Active Directory in small to midsize network environments
Reviewing application and security logs
GPO troubleshooting and creation
VMware experience
Networking / Internet Protocols / Firewall / Router / Wireless access point configuration
Solid understanding of TCP/IP networking
Experience with SonicWall’s line of networking equipment is preferred
Cisco experience a plus
Strong written and verbal skills
Experience using a help desk ticketing system
Ability to handle clients professionally during all interactions with them.
Mac skills, especially in relation to connecting Apple products to a Windows based network.
Basic iOS and Android skills

IT Support Engineer

Key skills