Sync IT ARE HIRING!
Level 2 / 3 Support Engineer
The number one goal in our team is to make our clients exceptionally happy. The Support Engineer plays an important role in making sure that this happens.
The successful Support Engineer will handle support requests for the Service Delivery Team. They are assigned the support requests that the other Service Delivery engineers can’t handle. When help is needed though, the Support Engineer can turn to the Chief Technical Architect or Technical Account Director for guidance and support.
Core responsibility includes:
✓ Work on and resolve escalated Service Desk Tickets
✓ Delight our Clients with a Friendly, Quick and Helpful Experience
✓ Provide the Client with advanced remote troubleshooting
✓ Remote Hardware, Server & Network Maintenance and Support
USE OF TICKETING SYSTEM
✓ Use our Ticketing System to work on and resolve Service Requests & Incidents
✓ Managing and recording all work though our Ticketing System
✓ Make sure that Client Documentation in well maintained
✓ Split tickets that have several issues into their own individual ticket
✓ Make sure that tickets aren’t “stale” throughout the process
USE OF OUR MONITORING & MANAGEMENT TOOLSETS
✓ Review our various proactive tools and apply remediation actions as indicated by our
✓ Review regularly scheduled/automated actions as indicated by our Processes
ONSITE PROJECT & SOLUTION DEPLOYMENT
✓ From time to time, technical projects will need to be deployed, assisting the Chief Technical
Architect and Field Engineers. The Support Engineer may be required to help.
COMMUNICATION, REPORTING & RISK
✓ Communicate to the client the status of their every step of the way, notify them of any
change or outages related to their issue
✓ Submit timesheets & Expense reports as indicated on their SOPs
✓ Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and
✓ Follow the schedule provided by the Service Delivery Manager or Service Dispatcher
✓ Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
✓ Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
✓ Identify opportunities for improvement and make constructive suggestions for change
✓ Contribute to the process of innovative change effectively
✓ Undertake other duties as required by the Service Delivery Coordinator, Chief Technical
Architect or Technical Account Director
Skills & Attributes:
✓ A love of (and ability to) solve problems & challenges.
✓ Attention to detail is a key attribute.
✓ Being able to work on own initiative but understand escalating issues is also important.
✓ Great communication skills, founded in being a good listener
✓ Advanced understanding of support tools, techniques and how technology is used to provide
✓ Advanced understanding of operating systems, business applications, printing systems and
✓ Advanced diagnosis skills of technical issues related of end-user hardware & software and
✓ Advanced experience and knowledge of working with the following technologies:
o Microsoft Active Directory
o Microsoft Hyper V & Azure
o Microsoft 365 Platform
o SonicWall Security Appliances (similar technology)
o Unifi Security & Networking
o Working knowledge of TCP/IP, DHCP & DNS
✓ Must be able to react quickly and accurately while talking on the phone.
✓ Willingness to learn new technologies & concepts.
✓ A deep desire to deliver an amazing Client Experience.
✓ Full clean Driver’s license to facilitate going to clients site.
✓ The ability to speak both Geek and Human, ability to explain to non-technical users how to
Nice To Have but NOT Essential:
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, CompTIA A+, CompTIA
N, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working for a Managed Service Provider (MSP) or IT Support Business.