Technical Engineer II

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