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Tier 2 Escalated Support Engineer

Company Name:
Jasmine Brown
Tier 2 Support Engineers perform 2 key functions. On a daily basis the perform ticket resolution on issues that are beyond the Tier 1 ability to resolve or require changes. They also are part of the outage management team. These 2 roles are key to the providing excellent customer support and maximizing network uptime. These support functions can windows servers, end user computing support, VM and storage, carrier outages or any number of daily issues. The engineers need to provide world class customer service while performing and documenting these changes.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
The primary focus of this job is providing escalated support and solving tickets that Tier 1 could not solve in a timely manner. This support will be both remote sessions with client and direct phone conversations with end users.
This position will Create, Update and Respond to ticket requests either via email or phone.
Perform advanced troubleshooting and updating knowledge bases articles with solutions performed.
Recognize and escalate difficult technical issues to appropriate senior resource
Able to multi-task and work issues at the same time.
Respond to email and phone with professional and timely responses.

REQUIRED SKILLS:
Provide world class customer service while helping customers
Handle incoming tickets and provide clients with updates
Advanced understanding of Windows Server.Ability to troubleshoot and correct problems.
Exchange/O365 support and configuration.
Experience with VMware, HyperV or other Virtualization layers
Experience with SAN/NAS devices
Expert in with Microsoft Windows 7 and 8 desktop issues
Troubleshooting skills with network, firewall and telecommunication devices
Exceptional communication skills - written and verbal
Ability to quickly learn new skills and technologies
Experience and familiarity with Solarwinds or other monitoring tools
Technical certifications are a bonus

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