Technical Support Engineer Level 1 & 2

TruTechnology has an immediate full time opening for a Technical Support Engineer who will be responsible for working with our clients, and our internal teams to deploy simple to complex network infrastructure to businesses in the Jacksonville, FL area. Our Network Administrators are also responsible for onboarding new clients to meet the technology standards within our managed services support framework. Our administrators perform mostly client facing work, provide both onsite and remote support service, and work cross functionally with all support teams within the organization to deliver comprehensive IT solutions. This position requires excellent communication and technical skills, and an understanding of sound business principles and IT best practices. The position requires a strong business intuition, excellent verbal and written communication skills, and the ability to professionally present ideas at all levels of the corporate structure., * New PC Builds

• Password Resets

• RMM agent Installs

• Antivirus installs

• Windows updates

• Application installs

• AD account creation

• Office 365 user account management

• Drop off/Pickup of configured/faulty machines

• Assist in On-site workstation moves

• Address Service alerts

• Documentation Auditing/Updating

• Network Auditing

• Firewall Configuration/Management

• APC Alert Configuration/Management

• Infrastructure Configuration/Management

• Inventory of IT hardware

· Any other assigned duties

Key Characteristics

· Receives positive Client feedback, considered responsive, reliable, knowledgeable, and diligent

· Receives positive internal staff feedback, considered responsive, reliable, knowledgeable, and diligent

· Performs accurate and timely time entry

· Focused on lowering Average Response Times

· Focused on lowering Average Resolution Times

· High Billable Hours / Utilization (efficient use of time)

· Mentors new Engineers

The Support Engineer must possess a minimum of two years of full-time hands-on experience managing enterprise networks comprised of the following technologies:

• Previous experience working with a Managed Service Provider (MSP) is preferred
• Microsoft Windows Server 2012 and greater
• Microsoft Azure Infrastructure
• Active Directory
• Exchange Server 2013 and greater
• Office 365 implementation and management
• IP Scheme Design and Management
• Network infrastructure Including firewalls, switches, and routers (Cisco and Meraki experience preferred)
• Brand name server hardware including Dell and HP
• VMware and Hyper-V
• SAN and NAS products
• Enterprise backup technology
• Enterprise anti-virus and malware protection solutions
• Windows RDS Configuration and Management
• UPS Power Management Technology

Exposure to These Products is a Plus:

• Cisco Meraki - Firewalls, Switches, Wireless Access Points
• ConnectWise Manage and ConnectWise Automate (LabTech)

Additional Requirements:

Must have legal authorization to work in the U.S. for any employer. Employment is contingent upon successful completion of a background investigation and pre-employment drug screen. We would like to thank all applicants for their interest in this position however only those selected for interviews will be contacted., · Regular and timely completion of Documentation Standards for each client

· On-going self-training to preserve professional viability is a must (resources are provided)

· The ability to regularly score high on Customer Sanctification Survey's (CSAT)

· Execution and conclusion of tasks on-time and successful management of client expectations throughout that process

· Ability to communicate with client at all levels from IT personnel to CxO's and to understand business issues in context of IT issues

· Takes ownership of tasks and follows through to ensure complete resolution

· Takes a personal interest in, and responsibility for, quality of work they perform or are associated with

· Ability to pay close attention to detail while performing technically detailed tasks

· Ability to deal effectively with stressful situations

· Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members

· Ability to provide accurate time estimates for how long a task will take

· Understands that the success of individuals is measured by the success of their teams

· Ability to quickly learn new technologies through the use of self-study materials and intuition

· Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. -- Susie can't print)

· Enjoys sharing information, supporting others, and working on a team to achieve team goals, * MSP: 1 year (Preferred)

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

TruTechnology is an industry leader in Managed IT service and support for businesses headquartered in Jacksonville, Florida. Our unique service offerings position us as not only an industry leader, but also a great place to work. We have been recognized as one of Jacksonville's best places to work and fastest growing businesses. Our executive team consists of highly respected industry leaders with the history and experience of growing and running top performing organizations. Our culture is built on the foundation of integrity, teamwork, passion for exceeding customer expectations, and enjoying what we do every day.