Level II Systems Engineer

Hauppauge, NY

Full-time

$65,000 a year

As a Level 2 IT Support Technician, you will play a crucial role in providing technical support to our clients and employees and maintaining the integrity and efficiency of our IT infrastructure. You will be responsible for assisting with the resolution of escalated help desk issues, conducting on-site visits, and delivering Level 2 support services. The primary focus of this role is to ensure that our IT systems operate smoothly, minimizing downtime and disruptions to daily business operations.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Proven experience at an MSP in Level 2 IT support role or a similar position.
Strong knowledge of Microsoft Windows, Microsoft Office Suite, and other common business applications.
Experience with hardware troubleshooting and repair.
Familiarity with network protocols, LAN/WAN technologies, and VPN solutions.
Knowledge of Active Directory and user account management.
Excellent problem-solving and analytical skills.
Effective communication and interpersonal skills.
A strong commitment to customer service and user satisfaction.
IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.
The job requires occasional on-call or after-hours support to address critical IT issues.

Responsibilities

1. Escalation Point: Serve as the escalation point for unresolved Level 1 help desk inquiries, providing expert assistance and advanced troubleshooting to resolve technical issues promptly and effectively.

2. Onsite Visits: Conduct on-site visits to resolve complex IT issues that cannot be resolved remotely. This may involve installing, configuring, and troubleshooting hardware and software components, as well as performing maintenance tasks.

3. Level 2 Support:

Diagnose and resolve hardware and software issues, including desktops, laptops, printers, and peripherals.
Administer and maintain user accounts, permissions, and access rights within the company's network.
Assist in the setup and configuration of new workstations and software applications.
Troubleshoot network connectivity problems, including LAN and VPN issues.
Collaborate with Level 3 support and external vendors to address complex network and infrastructure challenges.
Provide support for mobile devices and assist with mobile device management (MDM) solutions.
Monitor and manage system backups, ensuring data integrity and disaster recovery preparedness.
Assist in implementing and maintaining security protocols, including antivirus and anti-malware solutions.
Maintain and update IT documentation, including inventory, manuals, and user guides.
Contribute to the development and execution of IT projects as assigned by the IT Manager.

4. User Training: Educate end-users on basic IT procedures and best practices to help prevent common technical issues and improve user proficiency.

5. Documentation: Keep accurate records of support requests, actions taken, and resolutions in the IT ticketing system.

Benefits

Health Insurance, Dental Insurance, Life Insurance, Vision Insurance, Vacation Pay, Sick Pay, Profit Sharing

Nerds That Care

211 Knickerbocker Ave

, Suite 4

Bohemia

, New York

11716

(631) 648-0026

https://nerdsthatcare.com

[email protected]

The Nerds That Care are expert IT and cybersecurity specialists. Available 24/7/365 to help maximize productivity and minimize tech issues for your business.

Backed by a team of dedicated professionals, The Nerds stay on top of the most cutting-edge systems and customize your businesses' network infrastructure, providing the most up-to-date and cost-effective solutions, for a vast range of industries and services.