Technical Support Engineer II

Volunteers of America - New York, NY

Full-time - Mid Level

Remote - New York, NY

51-100 employees

Social Assistance

About the position

The Technical Support Engineer II at Volunteers of America-Greater New York (VOA-Greater New York) plays a crucial role in ensuring the smooth operation of technology services across the organization. This position is primarily responsible for responding to and resolving all organization-wide requests for technical assistance. The role involves a variety of tasks including installing, testing, maintaining, and troubleshooting end-user workstations, as well as interrelated hardware and software systems. The engineer will manage Active Directory user accounts, troubleshoot mobile devices, and support voice and CCTV networks. Additionally, this position serves as a point of escalation for Level 1 engineers, ensuring effective communication with both customers and technical teams. The Technical Support Engineer II will also be tasked with providing site and application documentation and completing special projects as assigned by management. In this hybrid remote role, the engineer will be expected to handle a high volume of inquiries through telephone and email, troubleshooting and managing a range of hardware, software, and network issues. The engineer will utilize remote monitoring tools and call tracking systems to log and route tickets efficiently. The position requires expertise in supporting both Microsoft Windows and Apple MAC environments, including Active Directory management, DNS, DHCP, and backup servers. The engineer will also be responsible for patch management of servers and workstations within the domain, ensuring that all systems are up to date and secure. This role is integral to the technology team, contributing to team meetings and providing technical support for managed service clients.

Responsibilities

• Respond to and resolve all organization-wide requests for technical assistance.
• Install, test, maintain, and troubleshoot end-user workstations and interrelated hardware and software.
• Manage Active Directory user accounts and troubleshoot mobile devices, voice, and CCTV networks.
• Serve as a point of escalation for Level 1 engineers, providing support and technical expertise.
• Use remote monitoring tools and call tracking to log and route tickets in a high-call volume environment.
• Support Microsoft Windows and Apple MAC environments, including the Windows stack and hosted email systems.
• Image and deploy desktops and laptops for end users.
• Manage and monitor Active Directory, DNS, DHCP, Windows Shares, Antivirus, and backup servers.
• Create and maintain client-related documentation.
• Participate as a strategic member of the technology team, contributing in team meetings and providing technical support for managed service clients.
• Manage patching of servers and workstations in the domain.

Requirements

• Bachelor's degree in Business Administration, MIS, or equivalent discipline.
• 7 years of experience with Microsoft Windows desktop and server level 2 support.
• Experience with hosted and premise voice and CCTV systems, or a satisfactory combination of education and experience.
• Exceptional customer service and phone etiquette skills.
• Excellent verbal and written communication skills.
• Detail-oriented with strong problem-solving capabilities.
• Ability to work on multiple, concurrent tasks and adapt to shifting priorities.
• Initiative and responsiveness to time-sensitive situations.
• Discretion and good sense in dealing with clients.
• Required certifications: Network+, Security+, ITIL Foundation, MCSA Windows 10, MCSA Server 2012 and 2016, Office 365.

Benefits

• Medical
• Dental
• Vision
• Prescription coverage
• Life insurance
• Retirement plan
• Educational Reimbursement Program (includes tuition and license/certification)
• Paid Time Off which is accrued monthly and rolls over from year to year
• Paid Birthday Holiday