Job Title: System & Network Engineer (Tier III)
Reports to: Service Manager
Do you want to work with us? If you like to make people smile, if you never give up on a puzzle no matter how puzzling it is, and if you are a hardworking person, then you definitely want to work with us. An IT company focused on offering outstanding relationship-driven customer service to healthcare industry providers in Central Florida and Nationwide. At CompuTech City our employees are our best asset; we invest in our employees by providing an extensive benefits package, as well as offer growth opportunities within which is key to everyone’s success. CompuTech City is a team of knowledgeable professionals that work together in a well-balanced atmosphere, where a good attitude goes a long way, and known to ALWAYS deliver personable and outstanding customer care. We welcome you to be part of CompuTech City! To find out more about us and all that we do CLICK HERE
System & Network Engineer is responsible for providing friendly and personable support while handling third level requests, escalated from our second level of support. This relates to all technology, to include: workstations, servers, printers, networks, virtualization platforms, and software including EHR applications. This position is also responsible for maintaining the design and integrity of customer’s systems, assist with project scope development, migrate data and server applications, and others.
Essential Duties and Responsibilities:
Understand, respect, and follow CompuTech City’s culture, policies, and procedures
Be kind at all times with your CompuTech City family and be the best you, you can be
Provide our clients the best customer experience, every time, all the time
Provide IT support related to complex technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
Design, implement, and support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
Engineer system solutions and disaster recovery strategies for customers using technologies that meet their needs and standards
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Remote access solution implementation and support: VPN, Terminal Services, and Citrix
Documentation and consulting services to include system reviews, and recommendations
Communicate with customers as required: keep them informed of incident progress, action plan, changes, and keep an accurate record of all communications.
Have an extensive repertoire of appropriate jokes and relatable life stories
Typical week: escalation support, root cause, and design 50%, projects 25%, account management 15%, training and growth 5%, and admin5%, slacking 0%.
Additional Duties and Responsibilities:
Constantly work on the improvement of customer service, perception, and satisfaction
Fast turnaround of customer requests within our established SLA parameters
Ability to work in a team, respect, and communicate effectively
Must be likeable by people other than family members
Knowledge, Skills, and/or Abilities Required:
Outstanding interpersonal skills: such as telephony skills, communication skills, active listening, great customer-care and able to take a joke are a MUST
Possess an Associate degree or higher in a computer related field
7+ years of experience in the following: remote support, desktops, laptops, servers, routers, Active Directory, and brand products (Dell, Microsoft, IBM, Cisco, HP). Microsoft Server OS (2003-2012), Exchange Server (2003-2013), Virtualization environments (Hyper-V, VMWare, Citrix), Share point (2007-2013), Network architecture, Storage management, and more.
Architecture, design, and implementation of- network, hosting, help desk support, office move and new facilities; to include budgeting and cost control
Experience with staff development and leadership
Ability to multi-task, juggle (nothing sharp) and adapt to changes and innovation quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of organization’s key IT services for which support is being provided
Typing skills to ensure quick and accurate entry of service request details
Dental & Vision Insurance
Bonuses & Awards
Paid time off
Company Outings & Events
Volley Ball & Basketball court
Weekly Lunch & breakfast