Technical Engineer II
Provides technical support to customers via tickets, phone, and email, including desktop/application troubleshooting, issue analysis, and on-call rotation in on-prem/hosted environments. Requires 2-3+ years IT experience, Bachelor's degree, SQL/PowerShell proficiency, and IT infrastructure knowledge like VMware and Active Directory.
About the job
What You'll Do
- Direct communication via ticketing system, phone calls, and emails with customers to assist with software questions or issues.
- Provide desktop and application support to our customers in on-prem and hosted environments.
- Research and analyze issues to ensure successful outcomes.
- Identify technology solutions based on analysis of customer support needs.
- Work alongside different project teams to make sure that all customer installs and upgrade projects are being completed correctly and timely.
- Produce, maintain, and update technical documentation.
- Contribute to all customer support tools and support processes.
- Create tickets for clients using Service Desk software for all incoming phone calls and emails; escalate to higher tier support, when necessary.
- Participate in a team on-call rotation while providing 24/7/365 technical support.
- Develop a comprehensive understanding of software applications and pharmacy/nursing use-cases.
Who You Are
- Bachelor's degree or equivalent in Computer Science, Information Systems or any other related field.
- 2-3+ years of experience in a related IT role.
- 2-3+ years of experience with SQL and/or PowerShell; experience in other programming languages is a plus, but not required.
- Professional IT experience which includes: VMware, Windows Servers, Active Directory, Exchange, DNS, Microsoft Office, TCP/IP network support, SonicWall, VPN Protocols.
- Strong analytical and problem-solving skills, with proven ownership of projects and getting issues resolved.
- Strong verbal and written communication across different teams both internally and to clients.
- Ability to work well with other team members.
- Excellent customer service skills and ability to build relationships.
- Certifications such as A+, MCSE, MCTS, MCITP, CNE, CCNA are a plus but not required.
Compensation
Salary Range: $60,000 - $80,000
Skills
SQL, PowerShell, VMware, Windows Servers, Active Directory, Exchange, DNS, Microsoft Office, TCP/IP, Sonicwall, Vpn, Service Desk
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