Support Services Engineer

** Please Note: this position is NOT remote ** You must live in Upstate NY **

** You must be legally authorized to work in the United States **

Job Title: Support Services Engineer

Department: Services

Reports To: Support Services Manager

Job Summary

This position is responsible for providing all aspects of day-to-day Information Technology (IT) support for customers and their users. Key responsibilities include, but are not limited to, helpdesk support and maintenance of hypervisors, servers, storage, backup systems, network and network security devices, Cloud services, VoIP and IP video camera solutions, end-point devices and more.

Essential Functions:

Provide value to a cross-functional team and engage in a learning work culture

Communicate well by striving for mutual respect and being professional, approachable, friendly, and honest with colleagues, customers, and vendors

Provide excellent customer service by projecting a positive, helpful image and maintaining a professional attitude

Serve as the first point of contact for end-users requesting technical support over the phone, email, or service ticket system

Provide all aspects of day-to-day IT support for technologies including, but not limited to; Cisco and Meraki network equipment, Cisco on-prem and Cloud VoIP solutions, Citrix virtual applications, Microsoft Hyper-V and VMware ESXi virtualization, Nimble Storage SAN, Windows Server 2012/2016/2019, Exchange Server 2013/2016/2019, Microsoft Active Directory, Microsoft 365, Windows 10 endpoints, Barracuda appliances, Veeam backup solutions, Axis IP video camera solutions, more

Respond to and resolve remote monitoring and management (RMM) systems alarms and notifications for managed services customers

Submit accurate service ticket information and time in the service ticket system

Maintain technical documentation

Continually improve technical skills by attending vendor training, working with experienced colleagues, earning certifications, and/or reviewing the personal development plan

Demonstrate leadership ability when working in a team setting or alone and unsupervised

Analyze workflows and schedule work to meet priorities and goals in an efficient, effective manner

Maintain high availability when on-call

Adhere to work schedule and demonstrate flexibility as requested

Additional duties and special assignments as requested Required Qualifications:

Ability to demonstrate proficiency providing IT support

Ability to multi-task and prioritize

Strong verbal and written communication skills, including interpersonal, facilitation, and effective presentation skills

Ability to pass background checks

Ability to obtain and maintain security clearances, if required by our clients

Hold a valid drivers' license and be able to commute to local client locations, as needed

Must be available to participate in on-call rotation

Must be able to work flexible hours, if necessary Preferred Qualifications:

1 plus year's extensive experience with supporting Windows servers and personal computers

1 plus year's extensive experience with supporting Cisco networks Desired certification/ Licensing:

Cisco CCENT

CompTIA A+

Microsoft 365 Fundamentals

Microsoft Certified Solutions Associate Education:

Bachelor's Degree in Computer Science or related field and a minimum of 1 year experience in IT or equivalent professional experience Other Requirements:

Successful background check