Purpose and Scope
This is a customer-focused role in which the Support Engineer will be expected to handle and resolve customer issues through phone and email. You will be responsible for performing basic routine health checks, network monitoring and troubleshooting of network, systems, security, cloud and voice related issues. As a Technical Support Engineer, you are essential to providing a "white-glove" level of support to our customers.
Responsibilities
- Handle incoming phone calls, gather information, create tickets in ticketing system and escalate/assign as necessary
- Work on trouble tickets to troubleshoot & resolve client network, security, cloud and voice related issues in a timely manner
- Moves/Add/Changes for Client phone systems, network devices, VMware, AWS, or Azure
- Support firewall rule changes on Cisco / Palo Alto / Fortinet or Meraki Firewalls
- Provide support for Windows servers, PCs and laptops as well as loading software
- Responding to monitoring and security alerts according to standard processes
- Execute software updates to network devices and systems
- Escalate issues and partner with Engineering team for network & system infrastructure support
- Update and create internal articles and/or documentation
- Check to ensure backups have been completed and remediate failures when necessary
- Create and manage user accounts in Active Directory
- Work within required SLAs for the business and provide regular and frequent status updates
