Senior Support Engineer Role
We are seeking a highly skilled Senior Support Engineer to join our team. As a key member of our business, you will provide second-level technical support and expertise to ensure the smooth operation and security of our clients' IT environments.
Key Responsibilities:
* Technical Support:
o Serve as the primary escalation point for complex technical issues from L1 support technicians.
o Diagnose and resolve advanced hardware, software, and network problems.
o Provide expert troubleshooting and guidance to junior support staff to ensure timely issue resolution.
* Systems Administration:
o Assist in the management and maintenance of client servers, including OS updates, patches, and backups.
o Administer user accounts, access permissions, and security protocols.
o Monitor system performance, analyze logs, and proactively identify and address potential issues.
* Hardware and Software Management:
o Deploy, configure, and maintain client hardware, including desktops, laptops, printers, and networking equipment.
o Manage software applications and updates across client environments.
o Collaborate with vendors and service providers for equipment maintenance and repairs.
* Documentation and Knowledge Sharing:
o Create and maintain comprehensive documentation for troubleshooting procedures, resolutions, and system configurations.
o Contribute to the development and upkeep of the business knowledge base and documentation.
o Provide training and mentorship to junior support staff to enhance their skills.
* Collaboration and Communication:
o Work closely with cross-functional teams, clients, and external vendors to resolve issues and implement IT projects.
o Communicate effectively with clients to provide updates on support requests and gather information necessary for issue resolution.
Required Skills and Qualifications:
* Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
* Minimum of 3 years of experience in an IT support role, with a focus on L2 support within an MSP environment.
* Proficiency in Windows operating systems.
This position requires flexibility and responsiveness to address client needs, which may include on-site visits and off-hours support.