Summary: We are looking for a Level II Support Engineer to join our Technology Support Service Desk and Production Operations team. This position will report to the Service Desk Lead/Manager. The Support Engineer II acts as an escalated support level for incident resolution and request fulfilment to ensure our field and home office associates receive timely resolution to more complex support issues. Additionally, they should act as a mentor and role model to assist in training of Service Desk Analysts. Responsibilities include assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. The role is responsible for collecting information through customer conversation/email, assessment support tools, and additional support staff if needed to identify and communicate root issues and trends. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner with other team members.
Responsibilities :Provide excellent customer-first technology support for all systems, devices, infrastructure across corporate, stores, and distribution centers
.Proactively respond to Level 1 & 2 tickets, incidents and continuous improvement projects
.Support and coordinate escalation of L3 support work with other tech teams and 3rd parties
.Provide device connectivity and network troubleshooting and partner with network engineering for advance troubleshooting and infrastructure improvements
.Triage daily support requests
,Respond and support resolution of service disruptions and major incidents within defined SLA's
.Participate in 24/7 on-call shift schedules to ensure critical technical support is always available
.Comply with expectations to follow the Technology team processes, policies, procedures
.Monitor and maintain hardware, platforms, integrations, applications, servers, and devices
.Ensure proper HW/SW configuration, maintenance, security compliance, monitoring, patching
.Identify opportunities for operational improvements, reducing toil, and optimizing efficiencies
.Document procedures, runbooks, user guides, and contribute to shared knowledge base
.Resolve incidents and requests related to, but not limited to the following: Mail Application/Office 365 issues, Client/Server Connectivity issues, Time Sensitive and severity incidents, File Restores, Remote Access incidents, Password Resets to name a few
.Provide support of Active Directory such as add/remove users, password resets and Group Policy application
.Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device Management (MDM)
.Partner with L3 to instrument, monitor, and alert Production systems to proactively identify issues before reported
.Creation and administration of user accounts on all group technology supported systems
.Provide systems administration and support task as transitioned from L3 engineering teams
.Contact and assist in management of third-party vendors for escalations
.Backlog ticket management -- include ticket review and follow up overall Service Desk ticket
.Keen attention to details and utmost confidentiality when onboarding/offboarding users
.Support and mentor L1 team members
.Be Responsible and take on other duties as assigned within the scope of Support Team
.
Required Skill s:Bachelor's degree in engineering, Information Technology or related field require
d.Minimum 2 years of experience as IT Support Analyst on an corporate IT support tea
m.Provide mid-advanced level knowledge of enterprise systems (infrastructure, networking, HW/SW, Cloud, security, data, and endpoints
).Proficient support knowledge of Microsoft365 and productivity applications and services, including but not limited to Outlook, SharePoint, Teams, OneDrive, and Office Suit
e.Hands-on experience with Azure, Intune, OneDrive, Exchange online and SharePoin
t.Basic proficiency in a utility and automation scripting language such as PowerShell or Pytho
n.Android/iOS configuration, troubleshooting and potential integration with MDM solution
s.Familiar with cyber-security concepts, e.g., Multi-Factor Authentication (MFA), Anti-virus/Anti-malware, Software Firewall, Web Filterin
g.Basic Networking: TCP/IP, LAN/WAN, DHCP, DNS, DFS, Routing, Switching and Firewalls. Along with understanding of networking concepts and security principles in Azure environment
s.Basic level knowledge of wireless systems such as Cisco, Juniper, and Aruba Wireless Networks, to provide support to all the location
s.Experience with hardware troubleshooting (POS System, Pin pads, desktop/laptop, printers, mobile device
s)Strong oral and written communication, and customer service skil
ls
Preferred Qualification s: Retail or POS systems experie
nceITIL Certificat
ionCompTIA
A+Network+, Security+ and Microsoft certifications are a strong pl
us.
