Highlights
You'll be the person who can explain how a product works, answer questions about setup, configuration, upgrades, and everyday use, and use solid diagnostic techniques to track down the cause of a problem, recommend a fix, and escalate the truly complex issues when it's the right call. We are seeking a capable, personable technologist to serve as our Support Center Engineer II, delivering Tier 1, Tier 2, and some Tier 3 support to our managed services customers, remotely or on-site, so their teams always have the working technology they need.
Numbers & Facts
| Location | Latham, NY |
| Job Type | Full-time |
| Industry | Staffing/Employment Agencies |
| Salary | $50,000–$85,000 Per Year |
| Year Founded | 1994 |
| Headquarters | Latham, NY, US |
| Website | http://fuscopersonnel.net/ |
Description
We are seeking a capable, personable technologist to serve as our Support Center Engineer II, delivering Tier 1, Tier 2, and some Tier 3 support to our managed services customers, remotely or on-site, so their teams always have the working technology they need. You'll be the person who can explain how a product works, answer questions about setup, configuration, upgrades, and everyday use, and use solid diagnostic techniques to track down the cause of a problem, recommend a fix, and escalate the truly complex issues when it's the right call. Professionalism and genuine day-to-day care for the customer are central to the job.
Job Responsibilities
• Triage, troubleshoot, and support customers by phone, chat, email, and ticket.
• Record all relevant end-user details in the ticketing system.
• Support users on laptops, workstations, desktops, iOS devices, and Android devices, including connectivity issues.
• Install and configure software on end-user devices such as laptops, workstations, and tablets.
• Support customer systems and networks.
• Return customer calls as needed.
• Combine problem-solving and people skills to resolve technical issues quickly and leave customers confident in the service they received.
• Test, troubleshoot, and diagnose error messages and system failures.
• Deliver Tier 1 and Tier 2 support, along with some Tier 3 issues.
• Take part in a 24-hour on-call rotation.
• Confirm that system backups complete successfully, and investigate backup jobs and engines when they don't.
• Create and maintain client and support documentation.
• Install, configure, maintain, and monitor environments spanning Windows, Linux, VoIP, PCs, storage, virtualization, mobile, servers, Microsoft 365, and networking.
• Configure, deploy, and troubleshoot device patching.
Qualifications
REQUIRED QUALIFICATIONS:
• A bachelor's degree in computer science or a related field, or an equivalent mix of education and work experience.
• 2 to 5 years of IT engineering experience.
• Strong hands-on experience installing, configuring, maintaining, and managing at least two of the following: virtualized environments, networking, PC hardware, Windows Servers, Active Directory, Terminal/RDS, SQL, backup engines, cloud, Microsoft 365, or VoIP.
• Proven analytical and problem-solving skills.
• Strong written and verbal communication skills, along with solid documentation skills.
• Excellent interpersonal skills, including listening, empathy, good questioning, and the ability to build rapport.
• Ability to explain technical concepts in plain, user-friendly language.
• Ability to multitask and contribute to the success of the whole department.
• Experience working in a collaborative, team-oriented environment.
PREFERRED QUALIFICATIONS:
• CompTIA A+, Network+, or an equivalent certification.
About Company
Fusco Personnel is an award winning Recruiting Firm and NYS Certified Women Business Enterprise (WBE) serving the Capital Region since 1994. We specialize in executive searches, mid-level recruits, human resources consulting, as well as, temporary/contract and temp-to-hire staffing.
Fusco Personnel’s areas of expertise include information technology, finance, sales, human resources, accounting, engineering, bio-tech, clinical/non-clinical healthcare, and administrative/clerical personnel.
Our superior service combined with our highly qualified, vetted candidates set us apart from other firms. There is never a fee to applicants.