IT Support – Tier 1 Engineer2 job vacancy in Performance Connectivity Inc. – Jobs in New York

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Job Details
Company Name : Performance Connectivity Inc.
Company Location : Purchase, NY 10577
Job Position : IT Support – Tier 1 Engineer2
Job Category : Jobs in New York

Job Description :
The Tier 2 Engineer is responsible for troubleshooting basic and complex issues. Tier 2 Engineers will handle escalation calls/tickets from Tier 1 and by working directly with the clients by responding to issues, working tickets and owning the ticket until it is resolved. Tier 2 will also assist with working Tier 1 issues when available. The expectation is that the Tier 2 technicians will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems. Tier 2 will alert Tier 3 team when unable to resolve.
Responsibilities:
The Tier 2 Engineer will work closely with the other staff members under the Tier 2 Manager’s direction with responsibilities including, but not limited to, the following:

Be able to work in a fast-paced environment.
Work support tickets that come in via phone, email, or customer portal.
Collaborate with Team Members regarding resolutions to various customers.
Troubleshooting problems ranging from server, application, network, and PC issues.
Must provide quality customer service skills in all forms of communication.
Handle escalations from Tier 1 phones calls, emails, or monitoring alerts.
Utilize experience and knowledge to assess issues and provide solutions for presented issues.
Assist Tier 1 with responding to alerts and tickets.
Take ownership of tickets and customer interactions.
Document resolutions and update procedures that may be outdated.
Engage in continued certification training to improve skillset
Escalate issues to Tier 3 when needed and remediate client issues.
Report critical incidents or problems that become too complex for self-resolution.
Local travel to client offices located locally

Tier 2 Engineer must be flexible to work all shifts including some holidays and weekends
In addition to the responsibilities outlined above, the Tier 2 Engineer is responsible for the following additional responsibilities and duties:

Assist the staff as needed with special projects and other duties.

Experience Requirements:
Associates degree preferred. Relevant and significant industry experience may provide as a substitute for the education requirement.

Minimum of 5 years experience in administering/supporting any of the following.
LAN/WAN environments
Office365 and Azure
Network Operations Center
Help desk or relevant customer service skills
Experience with PSA and RMM Tools

Certifications

Microsoft 365/Azure
Microsoft Certificates
Cisco Certified Network Associate (CCNA)
Security+

Skills

Microsoft Windows Server 2012/2016/2019 and Active Directory
Microsoft Office Suite and Office365 experience
Fundamental understanding of DNS, DHCP and TCP/IP
Knowledge of back up technologies
Knowledge of security practices and policies

Benefit

Competitive Salary and Benefits Package
The security and stability of working with an industry leader
Working with a team of extremely talented & dedicated professionals
A collaborative and friendly, team-oriented culture
A management team with vision and passion for growth

Job Type: Full-time
Pay: From $75,000.00 per year
Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Retirement plan
Vision insurance

Schedule:

Monday to Friday

Experience:

IT Support: 5 years (Required)

Work Location: One location