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Technical Services Engineer

Technical Services Engineer

Location  USA, Baltimore

The Technical services Engineer serves as the single point of contact at KLIK solutions MSP for escalations from Tier 1 and 2 and ongoing hardware/software upgrade projects.

Position Responsibilities:

Provide Tier 3 technical support for local and off-site users

Manage and monitor problem tickets, analyze incidents and determine support required

Apply diagnostic techniques to identify problem, investigate cause and recommend solution

Maintain database utilizing ticketing system of calls and emails requesting assistance

Maintain and monitor incident records in system and assist towards achieving resolution when reviewing incident records

Provide feedback on issues for team knowledg

Document IT requests in tracking system, record actions and follow up on deferred actions

Keep customers informed of progress and status of calls/tickets throughout resolution

Collaborate with customers and co-workers to diagnose and resolve problems

Troubleshoot, analyze, resolve, track, escalate and document technical problems

Incidents will be resolved on first contact when possible using the supported remote desktop control application as appropriate

Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps

Assist and participate on new project(s) testing and deployment/delivery

Respond to users in friendly and professional manner, ensuring all responses given are technically accurate, documented, updated, and closed per SLA’s

Candidate Experience Requirements:

A minimum 3-5 years’ experience in a Senior Technical Support Role

Advanced knowledge of computer hardware/software, operating systems and networking related technologies data migrations, network upgrades, full infrastructure implementation. With senior level knowledge of switches, firewalls, routers, VMWare, Hyper V, Servers, OS infrastructure (AD, RDS, SQL)

Advanced Knowledge of MS Office Suite (Outlook, Word, PowerPoint, Excel), MS Exchange, Active Directory, and mobile devices

Excellent verbal and written communication skills, phone etiquette, data entry

Must be customer focused and service oriented, attentive to details, with ability to multi-task and act with professionalism always

Strongly desired certifications include: CCNA, MS Assure, Office 365, CompTia NetPlus

Flexible M-F schedule, occasional Saturday-Sunday on rotating basis

We offer:

Work with modern technologies

Opportunity for personal and professional growth

Paid vacation and sick leave

Reasonable reimbursement of taxi when working at night