LEVEL 2 IT INFASTRUCTURE ENGINEER
KDSI is expanding our team once again and are currently seeking a candidate for level 2 IT Infrastructure Engineer. The position provides advanced troubleshooting support, design and build IT infrastructure services to KDSI and Ironlogic clients. Maintains computer hardware, software, and performs upgrades. Assists Level 2 and level 1 teams on support issues escalated to them on computer/printer/network-connectivity issues. Responsible for the day-to-day operation of escalated and level support 2 issues. Work with IT Services Manager on planning and consulting with clients.
IT Infrastructure Engineer Duties & Responsibilities:
Monitoring Helpdesk Queue along with entire team and respond as needed.
Maintaining and administering computer networks and related computing environments including systems software, applications software, hardware, and configurations.
Diagnose and resolve hardware/software problems.
Provide daily support for clients and assigned Client-company facilities.
Install/upgrade PC hardware/software when required.
Recommends or conducts initial basic instruction for PC usage and application access.
Informs Administrator and IT Services Manager on conditions and operational exceptions and pertinent factors influencing them.
Provide status reports on current open projects and functional issues.
Assists Administrator and IT services Manager in coordinating major upgrades to application software.
Respond to customer inquiries and set appropriate deadlines.
Accurately assess customer needs and confirm customer’s understanding of needs.
Complete assigned technical and project management tasks with a high level of accuracy and attention to detail.
Consistently maintain positive customer relationships that ensure customer satisfaction to promote a culture of world class service.
Advises clients and IT services Manager on software compliance issues on the desktop.
Assist Administrator and IT services Manager in auditing and documenting hardware/software
Troubleshooting, diagnosing and resolving hardware, software, and other network and system problems.
Replacing faulty network hardware components when required.
Receives and resolves service issues escalated from other Technical Support Engineers.
Promotes a culture of learning and growth for Tier 2 Support Engineers.
Maintains a positive attitude towards training others.
Works collaboratively with other Senior staff.
Serve as overflow support when Tier 1 Technical Support Engineers are at capacity.
Participate in the “on-call” rotation and responds to after-hours alerts promptly.
Participate in scheduled monthly maintenance.
IT Infrastructure Engineer Requirements:
A self-starter able to work independently but comfortable working in a team environment.
Exceptional working knowledge of Windows operating systems, networks, databases and network security concepts.
Working knowledge of the Microsoft Office application suite including MS Outlook • Experience with multi-platform Windows O/S required
Exceptional knowledge of Microsoft Active Directory
MS Azure design build and implementation experience is preferred as is Office 365 experience.
Strong analytical and problem-solving skills.
Dependable and flexible when necessary.
LAN and WAN
Network Monitoring products and protocols
Strong critical thinking and troubleshooting abilities.
Must have a current and valid driver’s license and vehicle.
Willingness to travel and consult with clients on site at customer locations.
Ability to communicate verbal and written information in a clear, friendly, detailed informative manner and superior phone skills.
Ability and willingness to work in a 24*7*365 environment
Part of on-call rotation for after hours emergencies.
Microsoft Certification Preferred MCSA, 2012/2016.
Microsoft Certified: Azure Administrator or Solutions Architect is preferred.
Strong analytical skills and troubleshooting methods.
Strong technical knowledge of personal computers and network systems.
MSP experience preferred
Knowledge and experienced with Microsoft Cloud including Office 365/Azure
Deep knowledge of Windows Server 2012/2016/2019
Experience configuring and managing firewalls and switches, including setup of VLANs, NAT rules, VPN tunnels
Familiarity with PowerShell scripting.
Knowledge of Microsoft Hyper-V/ VMware vSphere
Understanding of Linux including
Excellent communication skills both written and oral.
Min 5 years’ experience customer service/technical support.
Strong interpersonal, analytical and organizational skills.
Team oriented player.
Great on-time attendance record.
Strong work ethic. Self-Starter.
Ability to multitask