SUPPORT CENTER ENGINEER II - MALTA

We are seeking a capable, personable technologist to serve as our Support Center Engineer II, delivering Tier 1, Tier 2, and some Tier 3 support to our managed services customers, remotely or on-site, so their teams always have the working technology they need. You’ll be the person who can explain how a product works, answer questions about setup, configuration, upgrades, and everyday use, and use solid diagnostic techniques to track down the cause of a problem, recommend a fix, and escalate the truly complex issues when it’s the right call. Professionalism and genuine day-to-day care for the customer are central to the job., * Triage, troubleshoot, and support customers by phone, chat, email, and ticket.

• Record all relevant end-user details in the ticketing system.
• Support users on laptops, workstations, desktops, iOS devices, and Android devices, including connectivity issues.
• Install and configure software on end-user devices such as laptops, workstations, and tablets.
• Support customer systems and networks.
• Return customer calls as needed.
• Combine problem-solving and people skills to resolve technical issues quickly and leave customers confident in the service they received.
• Test, troubleshoot, and diagnose error messages and system failures.
• Deliver Tier 1 and Tier 2 support, along with some Tier 3 issues.
• Take part in a 24-hour on-call rotation.
• Confirm that system backups complete successfully, and investigate backup jobs and engines when they don’t.
• Create and maintain client and support documentation.
• Install, configure, maintain, and monitor environments spanning Windows, Linux, VoIP, PCs, storage, virtualization, mobile, servers, Microsoft 365, and networking.
• Configure, deploy, and troubleshoot device patching.

• A bachelor’s degree in computer science or a related field, or an equivalent mix of education and work experience.
• 2 to 5 years of IT engineering experience.
• Strong hands-on experience installing, configuring, maintaining, and managing at least two of the following: virtualized environments, networking, PC hardware, Windows Servers, Active Directory, Terminal/RDS, SQL, backup engines, cloud, Microsoft 365, or VoIP.
• Proven analytical and problem-solving skills.
• Strong written and verbal communication skills, along with solid documentation skills.
• Excellent interpersonal skills, including listening, empathy, good questioning, and the ability to build rapport.
• Ability to explain technical concepts in plain, user-friendly language.
• Ability to multitask and contribute to the success of the whole department.
• Experience working in a collaborative, team-oriented environment., * CompTIA A+, Network+, or an equivalent certification.