RSC LVL 2 / 3514 Job in Hauppauge 11788, New York US

Position Description:

Job Summary: The Remote Support Center Level 2 Engineer (L2) position is a mid-level technical position into our Remote Support Center (RSC). The RSC is a group focused on resolving issues remotely for our nationwide client base. The L2 position responds to, resolves and escalates incoming technical client issues and requests submitted by phone, e-mail, or our client portal.
Duties and Essential Job Functions:
• Provide expert remote desktop support, expert systems administration, and intermediate to advanced systems engineering support with a focus on:
o Client satisfaction
o Service delivery quality
o Technical excellence
• Drive to meet and exceed organizational goals for:
o Cost per Contact
o Utilization
o Customer Satisfaction
o First Contact Resolution Rate
o Employee Satisfaction
o Average Speed to Answer
• Demonstrate strong customer service skills to provide phone support including:
o Listening to the customer to gain an accurate understanding of the situation
o Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
o Producing accurate, detailed documentation at the client, problem and incident level
o Resolving conflict
• Provide remote support for Level 2 issues (desktop, server and infrastructure support)
• Follow task creation, work, closure, and escalation procedures
• Support team members with resolving client issues
• Meet or exceed position Key Performance Indicators (KPIs)
• Serve as a technical escalation point and mentor to Level 1 Engineers
• Producing and providing technical training to team members
• Excel in the areas of:
o Remote troubleshooting skills
o Client service skills
o Professionalism
o Punctuality
o Technical competencies defined for the position

Qualifications:
• Call center experience
• 3 or more years of experience with troubleshooting and providing remote support
• BA, BS or similar degree in computers/electronics or relevant experience
• At least one of the following industry certifications is highly preferred:
o MCP/MTA for the most current Microsoft Family Server or Desktop Operating Systems
o MCTS in one of the following areas:
? Windows Server Operating Systems
? Microsoft Exchange Server
? Server Virtualization
o SonicWALL CSSA or equivalent
o CompTIA A+ and/or Net+
o Cisco Certified Network Administrator (CCNA)
o Apple Certified Technical Coordinator (ACTC)
• 3+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems
• 3+ years of experience with administering of the following technologies is preferred:
o The most current versions of the Windows Server family operating system
o The most current versions of Microsoft Active Directory
o The most current versions of Microsoft Exchange Server
• A working knowledge of the following technologies:
o Current desktops, laptops, servers and networking basics
o Current Windows Desktop Operating Systems
o Current Windows Server Operating Systems and services
o Windows Active Directory (User Management/Administration/Group Policy)
o Current Exchange Server
o Current firewalls and security
o Common server tape and online backup solutions
o Common desktop applications including Microsoft Office Suite
o Common TCP/IP services including HTTP, FTP, DNS, and DHCP
• Hands-on software and hardware troubleshooting experience
• Strong interpersonal, written and oral communication skills, attention to detail
• Adept at reading, writing, and interpreting technical documentation and procedure manuals
• Ability to present ideas and solutions in user-friendly language
• Highly self-motivated and directed
• Proven analytical and problem-solving abilities
• Strong customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to type between 30 to 45 words per minute

Success Characteristics
• Honest, Enthusiastic, Respectful, takes Ownership, achieves Excellence, and consistently delivers quality Service to team members and customers alike.
• Team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient.
• Affinity for and successful experience with small to medium size business environments.
• Ability to adapt and thrive in a constantly changing work environment.

Internal/External Contacts:
Candidates will be expected to interact daily with business leaders, department leaders, team members, and a variety of clients. Reports to and interacts with local Manager.

Working Conditions:
The majority of work will be performed at the All Covered Remote Support Center in either Denver, CO or Phoenix, AZ. Candidates are expected to spend consecutive hours in front of a computer monitor using a keyboard and mouse. Work either an eight or twelve hour shift schedule, starting at various times, with periodic opportunities to work overtime.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

Qualifications:

• Call center experience
• 3 or more years of experience with troubleshooting and providing remote support
• BA, BS or similar degree in computers/electronics or relevant experience
• At least one of the following industry certifications is highly preferred:
o MCP/MTA for the most current Microsoft Family Server or Desktop Operating Systems
o MCTS in one of the following areas:
? Windows Server Operating Systems
? Microsoft Exchange Server
? Server Virtualization
o SonicWALL CSSA or equivalent
o CompTIA A+ and/or Net+
o Cisco Certified Network Administrator (CCNA)
o Apple Certified Technical Coordinator (ACTC)
• 3+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems
• 3+ years of experience with administering of the following technologies is preferred:
o The most current versions of the Windows Server family operating system
o The most current versions of Microsoft Active Directory
o The most current versions of Microsoft Exchange Server
• A working knowledge of the following technologies:
o Current desktops, laptops, servers and networking basics
o Current Windows Desktop Operating Systems
o Current Windows Server Operating Systems and services
o Windows Active Directory (User Management/Administration/Group Policy)
o Current Exchange Server
o Current firewalls and security
o Common server tape and online backup solutions
o Common desktop applications including Microsoft Office Suite
o Common TCP/IP services including HTTP, FTP, DNS, and DHCP
• Hands-on software and hardware troubleshooting experience
• Strong interpersonal, written and oral communication skills, attention to detail
• Adept at reading, writing, and interpreting technical documentation and procedure manuals
• Ability to present ideas and solutions in user-friendly language
• Highly self-motivated and directed
• Proven analytical and problem-solving abilities
• Strong customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to type between 30 to 45 words per minute