• Support Engineer II

    Location : Name Ahmedabad, India
  • Overview

    The 411

    We think globally, act locally. As a Managed Services Provider Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum are seeking to add a Support Engineer II to our talented team. Synoptek is a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support.

    Responsibilities

    A Day in the Life

    The Support Desk Engineer II provides the first line defense for Synoptek clients.  They are responsible for actively listening to and engaging with clients, troubleshooting, and managing Tier 1 client incidents in a Support Desk environment. Every Engineer is measured on completed tickets, resolution met, CSAT (customer satisfaction) and ticket utilization set forth by their direct manager.  You will be introduced to more advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more

    Qualifications

    The Basics

    • Total Years of Technical Experience: 3+
    • Position Specific Experience: 1.5+
    • Mentorship/Leads by Example Experience: .5+
    • Project/ Client Engagement/ Customer Facing Experience: 3

     

    Techie Aptitude

    • Ability to provide advanced end user support in an enterprise environment
    • Ability to support Windows 7/10/2008R2/012 & Mac Operating Systems
    • Advanced troubleshooting support of Office 2013/2016/O365
    • Intermediate understanding of Active Directory (WINS, DNS, GPO)
    • Intermediate support of MS terminal services, Citrix, VMware ESX 4/5/5.5/6
    • Advanced ability to troubleshoot remote access issues
    • Basic knowledge of Firewall/Router/Switch/WAP (Configuration changes, maintenance & troubleshooting)

     

    Human Aptitude

    • Verbal Communication: Advanced
    • Written Communication: Advanced
    • Customer Service: Intermediate
    • Presentation Communication: Intermediate
    • Analytical/Problem Solving: Intermediate
    • Mentoring: Intermediate
    • Influence/Persuasion/Forward Thinking: Basic
    • Executive Level Presence: Basic

     

    Education & Certifications

    • Bachelor's degree or equivalent experience
    • Candidate must have one of the following or be willing to obtail within 6 months of employment: MCP, A+, Security+, Network+

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