Technical Support Engineer II

$82,000 - $82,000/Yr

Volunteers of America - New York, NY

Full-time - Mid Level

Remote - New York, NY

Social Assistance

About the position

The Technical Support Engineer II at Volunteers of America-Greater New York is responsible for providing technical support and resolving organization-wide requests for help. This role involves installing, testing, maintaining, and troubleshooting end-user workstations, hardware, and software, as well as managing Active Directory and mobile devices. The engineer will act as a point of escalation for Level 1 engineers and will maintain communication with customers and technical teams while completing special projects as assigned.

Responsibilities

• Respond to and resolve all organization-wide requests for help.
• 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.
• Act as a point of escalation for Level 1 engineers and maintain communication with customers and technical teams.
• Provide site and application documentation.
• Complete special projects as assigned by managers.
• 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 imaging and deploying desktops and laptops for end users.
• Manage and monitor Active Directory, DNS, DHCP, Windows Shares, Antivirus, and backup servers.
• Participate as a strategic member of the technology team and contribute in team meetings.

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.
• 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 discretion 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 accrued monthly and rolls over from year to year
• Paid Birthday Holiday