NTI - Support Engineer (Level 2)

Operations Support · Santiago, Santiago
Department Operations Support
Employment Type Full-Time
Minimum Experience Experienced

We are looking for a Support Engineer. This is a Level 2 IT Specialist role.  You will manage the IT systems of our US-based customers, be a point of escalation to the support engineers (Level1), and assist with various projects as required. This position requires a team player who is passionate about technology, keeps up with the latest trends, and is willing to learn from the inside and take direction and guidance from all divisions of our team. Strong interpersonal skills are a must, excellent organizational skills, multitasking skills, and a drive to be the best at what they do.


Key Duties:

  • Monitor:
    • Our systems automation and remote administration, backups, and anti-virus solutions.
    • Critical systems, appliances, devices, and services.
  • Customer Support:
    • Serve as an escalation point to support cases in stages 2, 3, and 4 of our Escalation Process.
    • Installation and troubleshooting of, but not limited to, monitors, keyboards, printers, disk drives, servers, desktop computers, switches, WAPs, routers, and firewalls.
    • Vendor interaction as necessary.
  • Project Management:
    • Assist in designing and implementing solutions to enhance the customer experience.
    • Lead large installs/migration projects and direct lower-level technicians.
    • Cloud services, corporate mail, anti-spam, platform migration, virtualization, among others.
  • Systems Administration and support:
    • Set up, implement and troubleshoot issues in a Microsoft Physical Server Environment including setting up raid configurations and Server OS initial Installs.
    • Set up, implement and troubleshoot issues in Active Directory, Group Policy, and other various Server based technologies.
    • Maintenance of servers and operating systems, email administration (Office 365 / Exchange), support for applications under Windows and the Microsoft Office package.
  • Virtualization and Cloud Administration:
    • Set up, implement and troubleshoot virtual environments using various virtualization technologies. (Hyper-V / VMWare)
    • Set up, implement and troubleshoot issues in a Microsoft Cloud Solution Environment. (Azure / Intune / SharePoint / OneDrive / etc.)
  • Network Support:
    • Set up and implement networks including RDP, DNS, DHCP, VLANS, and VPN.
  • Documentation:
    • Detailed ticket notes, timesheets, and procedures.
    • Lead all efforts to document all of our customers’ systems properly
  • Maintain open communications with all team members to actively assist in resolving issues for clients.
  • Includes being part of an On-Call schedule shared with other technical team members.
  • Create and maintain Proactive processes.
  • Test and maintain client backup solutions.
  • Understand and implement security measures for customers’ networks.


Experience:

  • 3-4 years or more of IT Support in a business environment.
    • Direct MSP experience preferred.
  • Foundational knowledge of various technologies such as IT infrastructures and networking components.
  • Experience using a Ticketing system (PSA) and RMM Tools
    • ConnectWise Automate / Manage is a plus.
  • Experience in the following:
    • Ability to implement and troubleshoot networking equipment, including Firewalls, Routers, Switches, and Wireless Access Points. (Experience with SonicWALL / Cisco products preferred)
    • Network support and administration
    • Windows Desktop operating systems (Windows 7, 8, and 10)
    • Windows Server operating systems
    • VPN technologies
    • Active Directory
    • Group Policy
    • Remote Desktop Services
    • Systems Virtualization using VMware and Hyper-V
    • Intune / Azure AD
    • SharePoint Document Libraries
    • Microsoft Office products
    • Microsoft Office 365 Management & Email
    • Anti-Spam Solutions
    • Anti-Malware solutions (Preferred)
    • Backup solutions (Preferred)
    • Network printer installation & troubleshooting
    • Industry Security Standards
    • Basic Line of Business (various platforms) software support


Skills & Qualifications:

  • Ability to work on multiple projects with minimum oversight (shadowing). Our team learns from the inside out but self-growth is very important.
  • Excellent customer service skills with the ability to convey technical information to non-technical clients in a respectable manner -- a must.
    • We have a strong company culture fueled by our love for the industry and clients.
  • Strong documentation skills and excellent verbal and written communication skills.
  • Service-oriented approach – you want to get the job done and get it done correctly.
  • Eager to learn, keeps up to date on current technologies, and skilled at absorbing new technologies quickly.
  • Team player, ready to attack each day, teachable/constructive attitude, willing to advance and grow.
  • Attention to detail on every single support request or job.
  • Great problem solving / Critical thinking skills.
  • Fluent in English – Preferred.

 

Additional Information:

This position has the following benefits:


  • Vacation Time
  • Flexible Schedule
  • Friendly Teamwork Environment
  • Professional growth opportunities

Thank You

Your application was submitted successfully.

  • Location
    Santiago, Santiago
  • Department
    Operations Support
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced