Network Engineer

The Support Engineer role provides remote technical support in a professional manner to end user clients. The engineer is

responsible for ensuring that the end-user relationship is managed through proactive communications by providing rapid

response technical support. They resolve customer & technical issues and close tickets efficiently. They are accountable for

end-user satisfaction and collaborating with other engineers and/or managers to make sure that high-level support is provided

to all the customers in a timely fashion.

Daily Tasks:

• Answer company inbound support calls & incoming support tickets
• Transportation to travel to clients for on-site support
• Appropriately communicate through support tickets, phone, text and chats
• Address customer’s technical support needs, handle, route or escalate tickets accordingly
• Use Atera RMM, Ticketing System & other technical tools to resolve problems/issues
• Follow documented company procedures and create new documentation, as necessary
• Work independently on tickets or projects & collaborate with engineers and/or manager
• Common sense during troubleshooting process & be fully aware of all systems being impacted during changes
• Research and test, as need, to accomplish fixing issues, end-goals and/or projects
• Self manages time, prioritizes tickets appropriately and completes projects in a timely fashion
• Excited to learn and grow technically and think outside the box

• Verbal and written English communication skills.
• High school diploma, equivalence & relevant IT Certifications
• Professional customer service skills, good oral, listening and written communication skills
• Ability to interpret end-user description of problems, troubleshoot and provide solutions, summarize and document note findings in Atera ticketing system
• Working knowledge of endpoint operating systems, desktop & network support
• Diagnose, troubleshoot endpoint clients, servers, VMWare, switches, routers & firewalls, ISP connection issues
• Experiencing with contacting other vendors and working with support on fixing customer issues
• Working knowledge of Atera RMM: Monitoring & Patch Management
• Working knowledge of different Mobile Device Management (MOM)
• Comfortable with Microsoft Active Directory and PowerShell scripting
• Working technical proficiency with 0365 environment: Teams, Exchange, SharePoint & Azure AD
• Technical working knowledge with: 0365, VMWare, AWS, Cisco Meraki, Cisco Umbrella, Sophos Central, Synology DSM & Dell Equallogic SAN, etc.
• Firewall, routing & switching experience would be a plus with the following: SonicWALL, FortiGate, Cisco Meraki, HP Aruba, Dell Switches, etc.

• Computer, 2 Monitors, FN Security Tools, consistent physical internet connection & backup internet line, if not consistent
• Constant availability during working shift hours (8am - 5pm CST)
• No background noise during phone and/or video calls with clients
• Available during the shift for technical support and collaboration
• Available for Daily Updates with Manager and/or Team at the beginning & end of the shift

Pay: $40,000.00 - $60,000.00 per year

Benefits:

• Paid time off