Job Title:
LEVEL 2 IT INFASTRUCTURE ENGINEER
KDSI is expanding our team once again and are currently seeking a candidate for level 2 IT Infrastructure Engineer. The position provides advanced troubleshooting support, design and build IT infrastructure services to KDSI and Ironlogic clients. Maintains computer hardware, software, and performs upgrades. Assists Level 2 and level 1 teams on support issues escalated to them on computer/printer/network-connectivity issues. Responsible for the day-to-day operation of escalated and level support 2 issues. Work with IT Services Manager on planning and consulting with clients.
IT Infrastructure Engineer Duties & Responsibilities:
- Monitoring Helpdesk Queue along with entire team and respond as needed.
- Maintaining and administering computer networks and related computing environments including systems software, applications software, hardware, and configurations.
- Diagnose and resolve hardware/software problems.
- Provide daily support for clients and assigned Client-company facilities.
- Install/upgrade PC hardware/software when required.
- Recommends or conducts initial basic instruction for PC usage and application access.
- Informs Administrator and IT Services Manager on conditions and operational exceptions and pertinent factors influencing them.
- Provide status reports on current open projects and functional issues.
- Assists Administrator and IT services Manager in coordinating major upgrades to application software.
- Respond to customer inquiries and set appropriate deadlines.
- Accurately assess customer needs and confirm customer’s understanding of needs.
- Complete assigned technical and project management tasks with a high level of accuracy and attention to detail.
- Consistently maintain positive customer relationships that ensure customer satisfaction to promote a culture of world class service.
- Advises clients and IT services Manager on software compliance issues on the desktop.
- Assist Administrator and IT services Manager in auditing and documenting hardware/software
- Troubleshooting, diagnosing and resolving hardware, software, and other network and system problems.
- Replacing faulty network hardware components when required.
- Receives and resolves service issues escalated from other Technical Support Engineers.
- Promotes a culture of learning and growth for Tier 2 Support Engineers.
- Maintains a positive attitude towards training others.
- Works collaboratively with other Senior staff.
- Serve as overflow support when Tier 1 Technical Support Engineers are at capacity.
- Participate in the “on-call” rotation and responds to after-hours alerts promptly.
- Participate in scheduled monthly maintenance.
IT Infrastructure Engineer Requirements:
- A self-starter able to work independently but comfortable working in a team environment.
- Exceptional working knowledge of Windows operating systems, networks, databases and network security concepts.
- Working knowledge of the Microsoft Office application suite including MS Outlook • Experience with multi-platform Windows O/S required
- Exceptional knowledge of Microsoft Active Directory
- MS Azure design build and implementation experience is preferred as is Office 365 experience.
- Strong analytical and problem-solving skills.
- Dependable and flexible when necessary.
- LAN and WAN
- Network Monitoring products and protocols
- Strong critical thinking and troubleshooting abilities.
- Must have a current and valid driver’s license and vehicle.
- Willingness to travel and consult with clients on site at customer locations.
- Ability to communicate verbal and written information in a clear, friendly, detailed informative manner and superior phone skills.
- Available after-hours
- Ability and willingness to work in a 24*7*365 environment
- Part of on-call rotation for after hours emergencies.
Qualifications:
- Microsoft Certification Preferred MCSA, 2012/2016.
- Microsoft Certified: Azure Administrator or Solutions Architect is preferred.
- Strong analytical skills and troubleshooting methods.
- Strong technical knowledge of personal computers and network systems.
- MSP experience preferred
- Knowledge and experienced with Microsoft Cloud including Office 365/Azure
- Deep knowledge of Windows Server 2012/2016/2019
- Experience configuring and managing firewalls and switches, including setup of VLANs, NAT rules, VPN tunnels
- Familiarity with PowerShell scripting.
- Knowledge of Microsoft Hyper-V/ VMware vSphere
- Understanding of Linux including
- Excellent communication skills both written and oral.
- Min 5 years’ experience customer service/technical support.
- Strong interpersonal, analytical and organizational skills.
- Team oriented player.
- Great on-time attendance record.
- Strong work ethic. Self-Starter.
- Ability to multitask