Service Level Engineer L1 at Tekscape – New York, New York

Job Title: Service Level Engineer 1

Office Location: New York Office ("HQ")

Travel Required: As needed in the Tri-state area

Employment Term: Full-Time Employee ("FTE")

Salary: 55-65K

Reports To: Service Delivery Director

About Tekscape:

Tekscape is a recognized managed IT services company since 2007, headquartered in New York City. Currently, we operate via two physical locations in the United States. Based on our engineers' deep technical knowledge and leveraging our strategic relationships with the world's leading cloud providers, Tekscape excels at supporting companies globally with information technology solutions. Tekscape services include managed IT, managed security services, cloud computing, compliance, and collaboration.

The Team:

Tekscape's Service Desk team provides customer support and expertise in the reactive and proactive management and maintenance of client desktop and server solutions. We excel at supporting and client infrastructure, from simple topologies to the latest hyper-converged technologies with an emphasis on best practices. In addition, our customer service approach to understanding client goals ensures successful support and execution and client satisfaction.

The Service Desk team is looking for a qualified Level 1 Systems Engineer with proven systems support skillsets and excellent customer service delivery. In addition, S/He should understand how to support day-to-date operations of Microsoft products/services and remote access / virtual desktop solutions. Tekscape engages all employees proactively in all aspects of the business to provide them with experience and exposure to a wide range of IT environments and technologies, allowing for a diverse, creative, and thoughtful development of their skills and knowledge.

About the Position:

The Service Level Engineer I will be the front line for supporting Level 1 -2 client incidents and service requests and maintaining client infrastructure. S/He will provide both physical and virtual desktop and server support. The Systems Support Engineer will work in a team environment to deliver exceptional levels of technical expertise and customer service to Tekscape's clients in the Greater New York/New Jersey region.

Job Duties & Responsibilities:

• Responsible for routinely recording ticket time accurately and updating ticket progress regularly in accordance with service desk engineer policies
• End-User/Server Hardware and Peripheral Support
• Keep End-User/Server Equipment and Application Documentation Up-to-date and Accessible
• End-User/Server OS and Application Support
• End-User/Server Active Directory Account Support
• End-User/Server Email Access Support
• End-User/Server File Access Support
• End-User/Server Remote Access Support
• End-User/Server Mobile Device Support
• End-User/Server Peripheral Hardware Support
• Office 365 product and licensing support
• Create and Maintain End-User Workstations/Server Templates
• Create and Maintain Workstation/Laptop/Server Templates
• Create & Maintain client Joiner & Leaver checklists and processes
• Participate in after-hours on-call rotation

Job Knowledge/Skills:

• Excellent written and verbal communication skills applicable to a customer facing role
• Strong technical and client-facing documentation/presentation skills
• Excellent planning and organizational skills, as well as sound, independent judgment
• Strong troubleshooting skills to assist with resolution and escalation of client incidents and service requests
• Experience managing and supporting various desktop operating systems and moves, adds, and changes within a Microsoft Active Directory-centric network (Win 7 & 10+)
• Hands-on experience with enterprise systems architecture and components such as AD, DHCP, DNS, SMB/CIFS, TCP/IP, Firewalls, software deployment, etc.
• Experience with Microsoft Windows server operating systems and technologies (Win Server 2008 – 2019+)
• Experience with on-premises and cloud-based Microsoft Email Solutions (Exchange 2013-2016 & Office 365)
• Experience troubleshooting problems within a remote desktop or virtual desktop platform (VMware Horizon & Citrix)
• Understanding and support of public cloud platforms (AWS and Azure)
• Understanding and support client virtualization platforms and environments (VMware ESX & Microsoft Hyper-V)
• Coordination/Escalation to third party vendors for support escalations
• Experience with group policy configuration and deployment
• Experience troubleshooting basic connectivity issues with desktops, servers, and networks
• Solid understanding of ConnectWise or equivalent ITIL based Professional Services Automation platforms ("PSA")

Pluses:

• Experience installing SAN Storage and configuring it with VMWare / Hyper V
• Experience with Converged and Hyper-Converged Technologies
• Experience maintaining and troubleshooting a Hyper-V environment with a Failover Cluster or managed by SCCM
• Previous experience working within ConnectWise (Automate) ecosystem
• Scripting and automation experience
• Microsoft, VMWare, and Cisco certifications

Education and Experience:

• Minimum of 3 years plus experience with maintaining, troubleshooting, and supporting of various technology environments
• Bachelor's degree or higher

Key Performance Indicators (KPIs):

• Client satisfaction rate of 90%+
• Annual KPI of 1700 engineering hours (142 Monthly)
• Service Ticket & Time Compliance Policy adherence of 95%+

Tekscape employees enjoy the following benefits:

• Excellent Benefits (including medical, dental, vision, life insurance, and more)
• Maternity/Paternity Leave
• 401(k) plan with matching company contribution
• Holiday/Vacation plans
• Development & training
• Commuter benefits
• Outstanding Employee Referral Programs
• Frequent company events and outings

We are an Equal Opportunity Employer that truly believes in the benefits of diversity! Tekscape engages all employees proactively in all aspects of the business to provide them with experience and exposure to a wide range of IT environments and technologies, allowing for a diverse, creative, and thoughtful development of their skills and knowledge.