Junior Windows Systems Administrator and Field Support Engineer Key Responsibilities and Duties:
-Ensures that incoming inquiries are initially responded to within contract Service Level Agreements (SLA)
-Completes technical support request tickets within position scope and responds back to customer within predetermined company acceptable time periods using SLA alert system as tracking method.
-Escalates calls that are beyond position scope to appropriate technical support engineers following company protocols. Ensures that customer is aware of actions and that deadlines for completion are clear.
-Manages customer concerns and provides timely updates during resolution process.
-Clearly documents all work performed in the helpdesk ticketing system
-Performs all tasks with exceptional attention to detail
-Receives handoff of special assignments and projects from higher-level team members
-Provides timely resolution/completion of assigned projects
-Ensures exceptional customer communication and satisfaction; responds in a timely manner to higher-level team members on assignment progress
Junior Windows Systems Administrator and Field Support Engineer Job Qualifications:
-MINIMUM 2 years of hands-on IT experience (i.e. AD, O365, DNS, DHCP support)
-Experience resolving common issues on desktop platforms including Windows 7/10 and Mac OSX
-Familiarity with remote support tools
-Knowledge of basic networking concepts including past exposure to small office or home networking troubleshooting
-Ability to manage multiple tasks and follow-through on assignments in a timely manner
-Strong communicator
-Strong critical thinking and troubleshooting abilities
-Must have current and valid driver’s license and own transportation
*Actual salary for Junior Windows Systems Administrator and Field Support Engineer dependent upon experience*
