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Now viewing: Support Engineer - Level 1
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Greenlight Cyber
Support Engineer - Level 1
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Support Engineer - Level 1 Job Summary The Support Engineer will provide remote and on-site support as part of a staff augmentation for one of our clients in Pomona, CA. The Support Engineer will provide IT support users as well as perform the delivery of installation services. The Support Engineer will be expected to provide outstanding customer service, respond in a timely manner to clients, identify issues and analyze them as well as applying the appropriate fixes & solutions. The Support Engineer will also document the results appropriately in the ticketing system and provide proper notification of service ticket statuses to internal users and leadership as appropriate Responsibilities Handle complex and/or demanding tasks the best that they can, escalating when appropriate and documenting procedures shown by senior engineering staff. Communicates with customers on ticket status and appropriate maintenance. Proactively follows up on customer service issues or requests as needed to ensure that service level expectations are met Adds, modifies, and deletes system login and e-mail user accounts, including creation, modification to file rights and accessibility, and deleting unused accounts. The configuration includes both the hardware and software components of these devices Installs, repairs, and provides assistance with computer systems by replacing network devices and computer components, diagnosing hardware and software problems, installing and upgrading hardware and software, and providing support and training to end-users. Provide both onsite and remote technical support via phone/ remote app/ email and othermeans of communication. Additional Responsibilities Ability to work on-site at client location in Pomona, CA. Availability for occasional weekend work (10%) - communicated in advance Occasional travel to various sites (10%) Other duties as assigned Qualifications 2 years of IT experience Solid working knowledge and experience in the major desktop operating systems
- Windows 7, 8, 10, 11 Working knowledge of server Operating Systems
- Windows Server 2008, 2012, 2016, 2019, 2022 Must have a basic understanding of networking protocols and fundamentals:
HTTP, HTTPS
TCIP/IP, DNS
SMTP, POP, IMAP
- SSH
- Microsoft Active Directory
- Cisco VPN Previous experience supporting line of business applications including:
- Microsoft Office and Microsoft 365 Applications (OneDrive, Teams)
- Adobe Acrobat and suite of products Experience with ticketing systems and PSAs such as ConnectWise or Autotask.