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Level 2 Helpdesk Support

POSITION IS BASED ONSITE IN WILLISTON, SC (NOT remote)Job Summary:Our client is looking for an energetic, highly-motivated, task-oriented person to fill the role of Support Engineer. The Engineer must excel in providing exceptional customer service and results in a fast-paced environment. This person is responsible for coordinating and providing primary Tier 2 level helpdesk support as well as technical and application support to the company environment. Daily duties include addressing end user requests, supporting remote users, network management, helpdesk management, and various security elements. Support Engineer will be required to keep ongoing documentation and assist fellow coworkers with none help desk related tasks as directed by the IT Operations Manager. This position will identify research and resolve technical problems for all systems.?Essential Functions:Triage for all telephone calls, email and personnel requests for technical support. This involves tracking incoming support requests, quickly evaluating, prioritizing and resolving issues.Record all customer call activity in call tracking database including, but not limited to, summary of issue, scope and resolution.Maintain appropriate software and driver patch levels on equipment.Assist in the administration, troubleshooting, planning and enhancement of the network.Physically move equipment from location to location within the office and manufacturing facilities.Adhere to all Company policies, IT standards, safeguard the company's interests and act in an ethical and legal manner as well as report all violations of Company policies and procedures to appropriate management.Answer user inquiries regarding computer software or hardware operation to resolve problems.Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate softwareInstall and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specificationsRead technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and supportTrain others in the proper use of hardware or softwareField complex support interactions that require system analysis and problem solving techniques and procedures.Ability to utilize tools for remote access into customer systems to determine root cause, make recommendations and solve issues.Demonstrates a professional phone manner and presence with a customer-focused attitude toward issue resolution.Identify complaints that constitute potential hazards and bring them to the attention of the IT Operations Manager.Assists with hardware support to customers. Functions as a liaison between the system manufacturer and the customer, when needed.Conducts remote installations and/or system upgrades as needed.Interacts with cross-functional product development teams to ensure customer requests are reviewed.Document and create knowledge based articles.Prompt and reliable attendance is required.Support Engineer may be required to work on-call after hours.Critical issues may require work outside of normal business hours.Mentor junior team members (Support Specialist).Complete all assigned training.Other tasks as determined by the IT Operations Manager.?Minimum Qualifications:Experience:5+ years? experience in a network environment, supporting various desktops, notebooks and servers.Skills/Abilities:Good working knowledge of Windows Enterprise desktop operating systems.Good working knowledge of Microsoft Office Suites.Working knowledge of switching, IP routing, subnetting and Active Directive a plus.Proven trouble shooting skills.Excellent oral and written communications skills.Strong interpersonal and project management skills, training background preferred.Ability to work with little supervision and in a fast paced, multi-task environment.Education/Certification:?Bachelor?s Degree preferred, or other technical training.Technical certifications a plus (A+, Network+, MCTS, MCSE, CCENT, CCNA)Beneficial Skills:? ? ? ? ? Knowledge of QAD or other ERP systems? ? ? ? ? Working knowledge of switching, IP routing and Active Directory account administration? ? ? ? ? Active Directory Group Policy Object authoring? ? ? ? ? Visual Basic (VBS) Login Script authoring? ? ? ? ? VMWare Workstation, ESX(i) and vSphere experience? ? ? ? ? Server builds and bare-metal restores?QUALIFIED CANDIDATES: Forward resume to Steve Regan, JEG Search ? sregan@jegsearch.com????JEG Search LLC is a search firm focused on IT sales and marketing. For more information: http://www.jegsearch.com/ - provided by Dice
Helpdesk support windows networks


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