Tier 2 Support Engineer

About the role

We are urgently looking for a Tier 2 Support Engineer. The person selected for the role will:

• Configure and support internal and/or external systems
• Maintain all systems, applications, security and network configurations
• Troubleshoot network performance issues
• Recommends upgrades, patches, and new applications and equipment
• Provides technical support and guidance to users and ensures the highest level of customer satisfaction.
• Manage client expectations effectively and communicate both verbal and written on tasks working on.
• Resolve complex problems and multitask technical issues
• Proactively soliciting feedback from managers, project managers, coworkers, sales account managers, and clients to monitor quality and professionally address concerns.

Apart from these, here are additional duties and responsibilities for the role:

• Travel to client sites located throughout LA, San Bernardino and Orange Counties
• Provide technical escalation support to lower level consultants and after hours’ escalation support per client
• Respond to and log support calls / tickets within primary ticketing system
• Disciplined to follow Prosum and client procedures
• Consistently adhere to Prosum policies and procedures.
• Timely and accurate submission of verbal and written status reports
• Identifies new sales opportunities at existing clients
• Provides technical guidance and mentoring to more junior team members for career development.
• Other tasks as assigned

Preferred Attributes/Qualities for the Role

• Familiar with standard desktop and server application and backup software
• Ability to escalate when appropriate
• Ability to prioritize tasks
• Ability to produce comprehensive documentation of own work and present to clients.

• Aptitude to recommend and implement solutions
• Ability to work in a project management/site lead capacity
• Capacity to support and respond to multiple direct environments
• Ability to assign and manage the completion of tasks
• Excellent presentation and communication skills

Ability to maintain awareness of Infrastructure technologies, competitors, and trends.

Qualifications

Required Skills/Experience: 8 + years of related work experience

4-5 years of hands on experience with the following technologies

• Windows Server technologies, including Server 2008
• Active Directory
• Exchange
• Data Backup solutions
• Virtualization – VMWare and/or Microsoft Hyper-V
• Cisco switches and routers
• Firewall and VPN administration
• MS SQL Server Administration
• XenApp

Experience and knowledge with Storage Administration a plus

Additional Information

All your information will be kept confidential according to EEO guidelines.