Information Technology Support Engineer – MCP

Location: New York, NY / Salary: $50,000 - $65,000

Information Technology Support Engineer – MCP

Information Technology Support Engineer – MCP

Love to solve complex IT problems and see your contributions in action? We’ve got a position for you in our Technical Services division as a Technical Customer Support Engineer! Jump-start your career with us by working in a dynamic, fast-growing company that will challenge and excite you. Our Technical Services division focuses on delivering high-quality solutions to our clients that run the gambit from law firms, non-profits, retail, hospitality, and more.

The Information Technology Support Engineer – MCP provides remote technical support to our clients. The Information Technology Support Engineer – MCP position plays a direct role in the overall service level of our company. The Information Technology Support Engineer – MCP handles 90% of the technical issues submitted. This requires a strong technical skillset, great customer service skills, and the desire to continue to expand one’s knowledge of technology. These skills will be used in a fast-paced, fun, team-oriented, and customer service-minded environment. The Information Technology Support Engineer will not only have strong technical skills but also excellent customer service, teamwork, communication, and troubleshooting skills.

Information Technology Support Engineer – MCP Job Duties and Responsibilities

  • Perform technical support and basic administration for Windows Servers, Exchange servers, O365 and Desktop operating systems across multiple customers’ platforms.
  • Monitor and troubleshoot client backups.
  • Workstation and peripheral diagnostics and support
  • Escalate customer issues through the proper channels.
  • Manage cases according to defined severities and case priorities
  • Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
  • Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server or network infrastructure that indicate failing hardware or software corruption.
  • Update cases and communicate with clients on a daily basis or as required until issue is closed.
  • Be held accountable for measurable objectives including case touches, case closures, time to resolve among others.
  • Cultivate close working relationships with assigned clients’ Point of Contacts and User Base; attend regular calls with customers to review issues.
  • Attend ongoing training sessions in core areas of the business.

Information Technology Support Engineer – MCP Qualifications (Education, Experience, And Certifications)

  • Bachelor’s degree (BA/BS) from an accredited 4-year school is a plus
  • Minimum of 2 years of experience working on a technical helpdesk or equivalent Network administration role in supporting large customer base of over 150 users
  • Minimum of 2 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment
  • Experience administering O365
  • Experience with firewalls, such as Cisco, Juniper, SonicWALL and WatchGuard
  • Experience with VMWare ESX hosts and vSphere Client for administration
  • Experience with remote solutions, such as Citrix, Terminal Server and VPN
  • Experience with Cisco and BroadSoft VOIP
  • Experience with Apple Hardware and MAC OS X
  • Experience with enterprise mobile devices

Information Technology Support Engineer – MCP Knowledge, Skills and Abilities

  • Highly customer focused with ability to provide consistently excellent customer service and professionalism
  • Excellent written and verbal communication skills
  • Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment.
  • Must be dependable and able to work both individually and in a team environment.
  • Must have competent knowledge of DNS, DHCP, IP, SMTP, FTP, HTTP, and HTTPS protocols and LAN networking/distributed computing environments (client/server).
  • Working knowledge of Windows Server and advanced knowledge of Active Directory Group Policies and Replication
  • Possesses ability to work in fast-paced and challenging environment troubleshooting.
  • Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast-paced environment.
  • Working knowledge of common off the shelf applications (Microsoft Office, Adobe, etc.) and basic troubleshooting knowledge for those applications.

Information Technology Support Engineer – MCP Salary and Benefits

  • Salary range of $50,000-$65,000
  • Blue Cross Blue Shield medical insurance
  • Open PTO policy
  • Life insurance
  • Certification reimbursement
  • Paid training

 

*Actual salary for the Information Technology Support Engineer – MCP to commensurate with experience*

Opportunity Location

New York, NY

Proposed Salary

$50,000 - $65,000

Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America's top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry.

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Location: New York, NY

Proposed Salary: $50,000 - $65,000

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