Technical Support Engineer

Job DescriptionJob Description

Job Description

As a Technical Support Engineer, you will play a crucial role in ensuring the seamless operation of our clients' networks and systems. You will work closely with our Service Desk and Engineering team members to provide top-notch technical support and solutions to our customers. The Technical Support Engineer will have extensive experience working within a service desk / call center environment and/or technical account management while focusing on customer’s Windows/Mac/Linux environments, physical/virtual server and network infrastructure. Duties will include proactive customer planning, assisting support resources, installation, integration, configurations, service ticket management/reporting, direct client interaction, internal escalation coordination, planning and assistance with team-wide training.

Required Skills

• Bachelor's degree in Information Technology or equivalent demonstrated experience and knowledge.
• 3-7 years' experience working in a NOC/Network Administrator or equivalent knowledge position.
• Strong skills and working knowledge of Windows Server Operating, Active Directory, Group Policy, TCP/IP, DHCP, DNS, the Microsoft 365 ecosystem.
• Strong skills and working knowledge of Virtual Infrastructure and Networking.
• Knowledge of various security methodologies and processes, and technical security solutions.
• Server hardware knowledge, Dell, HPE and Cisco UCS experience a plus.
• Working knowledge of OSI model to troubleshoot network environments.
• Working knowledge of routing protocols (e.g., RIP/OSPF/EIGRP/BGP)
• Understanding of the TCP/IP protocol stack and functions (e.g., TCP/UDP/NAT/PAT)
• Working experience with configuration and deployment of wireless access points (e.g., Meraki, Aruba, FortiWifi)
• Strong analytical and problem-solving skills.
• Strong attention and accuracy to detail is important.
• An ability to grasp customers’ needs and suggest timely solutions.
• Excellent interpersonal skills and professional demeanor.
• Excellent customer service, verbal, and written communication skills.

Other Requirements

• Background knowledge in disaster recovery, security frameworks, data security controls.
• Enterprise systems management solutions.
• Documentation and data presentation.
• Flexibility and the ability to multi-task in a fast-paced atmosphere.
• Some leadership skills
• Ability to teach others
• On-call rotation

Job Responsibilities:

1. Team Collaboration:
   • Work and function effectively in team environments, collaborating with colleagues to achieve common goals.
2. Customer Support:
   • Provide escalation support for customer connectivity related issues, ensuring timely resolution and customer satisfaction.
   • Analyze customers’ needs and suggest upgrades or additional services to meet their business requirements.
3. Technical Expertise:
   • Provide Windows Server support for SMB to enterprise environments.
   • Offer VMware design and administration support.
   • Demonstrate a solid understanding of security and networking principals and technologies.
   • Experience with NGFW devices, including FortiGate, Forti Manager, and Forti Analyzer.
   • Configure LAN/WAN devices per best practices and customer requirements.
   • Assist with configuration and implementation of new services and devices for customers.
4. Leadership and Mentorship:
   • Act as a lead/mentor to Helpdesk Technician’s for escalations, providing guidance and support.
5. Technical Guidance:
   • Provide technical guidance for customers as required, ensuring they make informed decisions.
6. Operational Support:
   • Responsible operational support of client servers and virtual infrastructure as needed.
   • Work with Service Desk team for escalations to resolve issues promptly and ensure all team members understand both the acute and underlying causes.
   • Monitor support requests to identify any recurring issues and recommend changes to services/environments.
7. Documentation and Reporting:
   • Create technical documentation, diagrams, and knowledge base contributions.
   • Manage and provide proactive customer life-cycle planning and reporting.
8. Customer Relationship Management:
   • Complete meetings with customers as required to maintain ongoing relationship management and review of services.
9. Administrative Tasks:
   • Daily entry of billing information/time accounting in Autotask platform.
   • Other duties as assigned

Company DescriptionYour Trusted IT Solutions Expert
Razor Technology gives you all the tools, resources, and technology you need to stay competitive, relevant, and profitable. Your fast-changing business challenges keep us focused on providing world-class technology solutions. But our desire to create trusted, long-lasting relationships keeps us focused on delivering the highest standards of service.
Keeping up with emerging technologies and trends isn’t easy—but you don’t have to do it alone. We’re with you every step of the way. We develop, implement, and support end-to-end IT solutions that simplify your infrastructure, eliminate cost, and allow you to scale on demand.
Headquartered in Philadelphia, we serve over 300 clients in the greater Northeast and Mid-Atlantic regions. Whether SMB or enterprise, our clients need help leveraging the benefits of scalable, reliable and secure IT solutions. We take the pressure off you and your IT department so you can focus on what matters most: running your business.Company DescriptionYour Trusted IT Solutions Expert\r\nRazor Technology gives you all the tools, resources, and technology you need to stay competitive, relevant, and profitable. Your fast-changing business challenges keep us focused on providing world-class technology solutions. But our desire to create trusted, long-lasting relationships keeps us focused on delivering the highest standards of service.\r\nKeeping up with emerging technologies and trends isn’t easy—but you don’t have to do it alone. We’re with you every step of the way. We develop, implement, and support end-to-end IT solutions that simplify your infrastructure, eliminate cost, and allow you to scale on demand.\r\nHeadquartered in Philadelphia, we serve over 300 clients in the greater Northeast and Mid-Atlantic regions. Whether SMB or enterprise, our clients need help leveraging the benefits of scalable, reliable and secure IT solutions. We take the pressure off you and your IT department so you can focus on what matters most: running your business.