JOB TITLE:
 

 
IT Support Engineer
 

 
JOB DESCRIPTION:
 

 
As a member of our Technical Operations team you will work under the Director of Network Engineering and assist in the design, implementation, and support of our physical and virtual network infrastructure. The ideal candidate will be responsible for providing remote and in-house support to employees and affiliates for a variety of technology related issues. The IT Support Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments. Other responsibilities include
 

 
ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned.)
 

 
Customer service and Interpersonal Skills
 
• Provide excellent customer service by enthusiastically promoting and supporting our 5-Star customer service program. This includes treating all people with dignity, respect, and courteous behavior; including telephone communications, general communications, giving directions, and solving problems.
 
• Professional telephone voice and excellent customer service skills required.
 
• Must be friendly, approachable, and prepared to help employees as needed in a timely manner.
 
• Respond to all Affiliate inquiries in a courteous, professional, and timely manner.
 
• Act as first line of defense for service request tickets following established protocols.
 
• Excellent Written and Oral Communication Skills. (Technical and non-technical)
 
• Excellent Customer Interaction Skills and telephone etiquette.
 
• Take personal ownership of all reported issues.
 
• Ability to understand the organization’s long-term goals and objectives.
 
• Commitment to continuous personal and professional growth through certification programs and technical workshops.
 
• Ability to multi-task in a continually changing and fast paced work environment.
 
• Ability to communicate effectively by translating technical terms to individuals with minimal technical knowledge, to reach a common understanding and client resolution.
 
• Must be self-motivated and have the ability to complete work tasks with minimal supervision.
 
• Ability to ask questions and demonstrate professionalism.
 
• Must be very organized and methodical.
 

 
Technical Skills
 
• Maintain the network infrastructure through all lifecycle phases including design, installation, maintenance, administration, and support.
 
• Participate in solution design and implementation processes to support the network infrastructure.
 
• Participate, under direction, in the design, selection, and implementation of network infrastructure hardware and logical design. This will include working with users, vendors, and other IT Operations staff.
 
• Design and implement traffic shaping and throughput changes to ensure high quality data services.
 
• Provide expert level desktop, server, and network support for all internal and external systems.
 
• Maintain and configure firewalls, routers, and switches in accordance with information security policies.
 
• Maintain and configure physical and virtualized server farm.
 
• Coordinate system development tasks including design, integration, and formal testing procedures.
 
• Provide recommendations to teammates and senior managers for optimization and advancement of technical solution offerings.
 
• Provide top level support of software and hardware deployed throughout the organization.
 
• Experience working with ticketing systems and coordinating workflow with other departments.
 
• Create, document, and resolve issues in accordance with ticketing standards and SLAs.
 
• Adhere to departmental policies for reporting and managing requests and change control.
 
• Experience mounting and racking network and server hardware and network cabling management
 
• Visio Diagramming
 
• Must be willing to work any shift and participate in on-call rotation. (Days/Nights/Weekends)
 
• Heavy Lifting required (50lbs to 100lbs servers and storage equipment)
 

 
CORE QUALIFICATIONS:
 

 
Education and relative work experience:
 
• Must have Bachelors degree in Computer Science or related field or have a minimum verifiable 5 years relevant hands-on experience.
 
• A+, Network+, Security+, MCSE, MCITP, CCNA, CCNP, CISSP certifications are desired.
 
• Minimum 2 years of in-bound technical support/help desk experience.
 
• Ability to perform expert PC and network troubleshooting.
 
• Must have a deep understanding of the fundamentals of networking technologies and theories.
 
• Ability to troubleshoot web based TCP/IP applications and services in Windows environments.
 
• Ability to use and support proprietary software and systems.
 
• Must have experience supporting a distributed desktop environment with a deep understanding of the client/server relationship and Internet connectivity requirements.
 
• Knowledge and experience with Cisco ASA/PIX, Bomgar, Symantec, KACE, a plus.
 
Must have extensive, verifiable knowledge of the following areas:
 
• MS Productivity Suites such as Office, Project, and Visio
 
• Windows OS including but not limited to: XP, Vista, 7, Server 2003/2008
 
• Apache Tomcat or other Web Server software
 
• iSCSI Storage Area Networks and NAS technology
 
• Microsoft SQL, MYSQL, or other database software
 
• Active Directory
 
• Exchange 2003, 2007, 2010
 
• MS Outlook account management (SMTP expert, SSL configuration, etc)
 
• Remote Desktop and VPN technologies
 
• VMware virtualization design, implementation, and maintenance
 
• Desktop support (Build, configure, image, and troubleshoot Desktops, Laptops, and mobile devices)
 
• Networking components such as TCP/IP, VLANs, routers, hubs, switches, cabling
 
• Server hardware and configuration such as RAID/etc.
 
• Anti-X and other security applications
 
• Computer Equipment Management (Install PC components, Printers, Video Cards, etc.)