Technical Services Engineer II, Boston

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Requirements:

• 2+ years of experience as an administrator with Microsoft Office 365
• 2+ years of experience repairing all issues with Microsoft Windows 10 Pro
• 2+ years of experience working with Windows computers in a corporate environment.
• 1+ years of experience in Windows Active Directory user and group administration.
• Bachelor’s degree or equivalent work experience
• CompTIA Network+ and A+ Certification
• Expert with Windows 10 and 11/Mac OS X/iOS and Android Devices in a corporate environment, including AzureAD Domain Join
• Understanding of advanced LAN/WAN infrastructure
• Understanding of advanced server and network device hardware and functions
• Demonstrated ability to troubleshoot computer hardware and peripheral troubleshooting
• Demonstrated ability to perform server administration (user management, group management, DHCP reservations, DNS records, etc.)
• Experience working with Office 365 Suite (Exchange Online, SharePoint Online, Teams) from a Global Administrator and Service Admin perspective.
• Experience working with Microsoft Endpoint Manager for device management required.
• Demonstrated proficiency for learning new tasks and skills
• Demonstrated proficiency in customer service

Responsibilities:

• Develop and provide technical coaching and mentoring to other help-desk employees.
• Adhere to process for troubleshooting and task management.
• Oversee implementation of desktop configuration management at the help desk level.
• Gather accurate technical information from customers on reported issues.
• Maintain accurate inventory for all IT hardware and software.
• Assist with the implementation and maintenance of hardware, software, and peripherals.
• Monitor and perform audits of computer systems and backups.
• Responsible for documenting time and expenses as they occur.
• Provide proactive communication and notification to users of pending or upcoming problems, outages, or other service issues
• Provide professional end-user support via telephone, email, or web chat services.
• Provide appropriate documentation on services provided and status updates as needed.
• Train and provide support to client staff on new technology implementations.
• Assist users with account creation, accessing, and using IT systems and other basic user function issues as presented.
• Track and route problems and requests and document resolutions.
• Escalate technical issues appropriately noting accurate and sufficient information to maintain customer server levels within the organization.
• Troubleshoot performance issues and issues with browsers and plugins.
• Providing on-call/after hours work when necessary; including weekends.