Looking for a company on the rise? Our Client is a leading IT Managed Services Provider specializing in hosting solutions. We offer a comprehensive range of services tailored to meet the diverse needs of businesses seeking reliable and scalable IT infrastructure. As a Tier 2 Support Engineer, you will play a crucial role in ensuring the smooth operation of our clients' hosting environments, providing expert technical support and assistance. As a Tier 2 Support Engineer, you will be responsible for delivering technical support to our clients, primarily focusing on troubleshooting and resolving complex issues related to their hosting infrastructure. You will work closely with Tier 1 support personnel and other technical teams to diagnose and resolve escalated incidents efficiently and effectively. Your expertise will be instrumental in maintaining high levels of client satisfaction and minimizing downtime for our customers. Responsibilities:
- Technical Support: Provide timely and accurate resolution to escalated technical issues related to hosting infrastructure, including server hardware, operating systems, networking, and virtualization technologies.
- Troubleshooting: Diagnose and analyze complex technical problems, utilizing various diagnostic tools and methodologies to identify root causes and implement appropriate solutions.
- Incident Management: Take ownership of escalated incidents, ensuring proper documentation, escalation, and resolution within defined service level agreements (SLAs). Communicate effectively with clients to provide status updates and ensure transparency throughout the resolution process.
- Customer Engagement: Interact with clients in a professional and courteous manner, demonstrating empathy and understanding while addressing their technical concerns. Proactively identify opportunities to educate and empower clients to optimize their hosting environments.
- Collaboration: Work collaboratively with Tier 1 support teams, as well as other internal technical teams such as Systems Administration, Network Engineering, and Security Operations, to escalate and resolve issues efficiently.
- Continuous Improvement: Contribute to the development and enhancement of support processes, documentation, and knowledge base articles to improve efficiency and effectiveness in delivering technical support services.
Qualifications:
- Technical Proficiency: In-depth knowledge and experience with server hardware, operating systems (e.g., Linux, Windows), virtualization technologies (e.g., VMware, Hyper-V), and networking concepts (e.g., TCP/IP, DNS, DHCP).
- SonicWALL Firewall / SMA experience
- Problem-Solving Skills: Strong analytical and troubleshooting abilities with a methodical approach to problem-solving and decision-making. Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
- Communication Skills: Excellent written and verbal communication skills with the ability to convey technical information clearly and concisely to both technical and non-technical audiences. Strong customer service orientation with a focus on client satisfaction.
- Team Collaboration: Proven ability to work collaboratively in a team environment, sharing knowledge and expertise to achieve common goals. Demonstrated willingness to mentor and support junior team members.
- Certifications: Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Solutions Associate (MCSA), VMware Certified Professional (VCP), or equivalent certifications are highly desirable.
- Experience: Minimum of 3 years of experience in a technical support role within the IT industry, preferably in a hosting or managed services environment. Experience working in a call center or help desk environment is advantageous.
Preferred: Prior experience working with a Manager Services Provider - very helpful/preferred as the applicant would have likely dealt with many different clients and environments. Additionally, the applicant may already have a working knowledge of common MSP tools (Kaseya RMM, Halo, Security Products, etc.) ** Note this role will require some remote and onsite support, as needed. Local travel (NY/NJ) to clients and data centers up to 40%. Multiple trips to clients sites during the week. What We Offer:
- Competitive salary and benefits package.
- A collaborative and inclusive work environment.
- Opportunities for professional growth and development.
- Unlimited PTO
- 401k with match
- The chance to be part of a forward-thinking company at the forefront of Cloud Managed Services.