Level 2 Helpdesk Technician providing on - site support for client technology solutions. Assistance with installations, troubleshooting, and maintaining computer systems in Mastic Beach, New York.
About the role
- Senior IT Engineer addressing customer queries and resolving various technical issues at New Charter Technologies. Mentoring helpdesk technicians and overseeing multiple client environments.
Responsibilities
- Closing out advanced and escalated helpdesk tickets quickly and efficiently
- Providing mentorship and guidance to helpdesk technicians on escalated tickets
- Handling onsite requests including system outages, printer failures, network issues, bandwidth problems, workstation and server failures
- Following troubleshooting best practices and escalation policies
- Demonstrating a strong sense of customer service
- Documenting time and work clearly and accurately in the ticketing system
- Staying up-to-date on current technology
- Overseeing multiple clients as their "Lead", ensuring well-maintained environments.
Requirements
- 7-10 years of experience as a Systems or Network Engineer with escalation responsibilities
- Advanced knowledge in Network & Server Infrastructure
- Proficiency with Windows 10 & 11, Windows Server OS, Active Directory, Group Policy, Microsoft Suite, Microsoft 365, TCP/IP, wireless networks, Cisco/SonicWall firewalls
- Familiarity with ConnectWise, Auvik, Slack, Microsoft Office
- Certifications: CompTIA A+, Network+, Security+, CCNA, CCENT
- Effective communication, facilitation, listening, and analytical thinking skills
- Strong integrity, collaboration, and client-focused mindset.
Benefits
- Medical, dental, vision benefits
- 401(k)
- PTO plans available
Job title
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