Senior Support Engineer

KJ Technology is dedicated to being the very best in IT Support Services in the Metro New York area. We're proud of the success we've achieved for 25 years driven by our core values of Transparency and Candor, being Driven, acting as a Client Advocate, and Continuous Improvement.

Working Hours & Availability: Monday – Friday 8:30am – 5:30pm Eastern Time Zone

We are looking for a Senior Support Engineer who will respond to Level 2/3 service desk requests in a remote capacity and occasionally support internal and client-facing projects. We are looking for candidates with great interpersonal skills and a passion for technology and customer service. This role will collaborate with other engineers while performing services.

Responsibilities:

• Maintain strict compliance with organization and client specific security and data privacy requirements.
• Respond and resolve assigned reactive and proactive service requests; user-generated or auto-generated through monitoring infrastructure. Services to be delivered remotely as defined by management while owning every request to completion along with high client satisfaction.
• Perform standard changes related to moves, adds, changes, deletion (MACD) in accordance with documented standards, policies, and procedures.
• Provide timely and effective communication verbally and in writing to requestors, customers, leads, and management.
• Cross team collaboration with internal IT teams when needed.
• Achieve assigned goals, service levels and key performance indicators as assigned by management.
• Utilize and evolve KJ's IT Configuration Management Database and Knowledge Base systems to perform services.
  
  

Qualifications:

• Excellent verbal and written English communication skills.
• Availability to work after hours and weekends on an as needed basis.
• Experience supporting IT requests and small projects typical for an IT service desk with a good deal of experience with the following technologies:
• Microsoft 365, Azure, PowerShell, Windows desktop OS, Windows Server, Active Directory
• Cisco, Meraki and Ubiquiti Firewalls, Routers, Switches and Access Points, (CLI and GUI)
• Endpoint Security (e.g. – SentinelOne, Blackpoint)
• Cloud-based and on-premise virtualization (e.g. – Azure, Google, VMWare)
• Various server and desktop-based cloud storage management platforms for backup and disaster recovery (e.g. – Veeam, Dropsuite, Datto)
• Mobile Device Management
• Single Sign-on (SAML, OAuth or similar)
• Remote Monitoring and Management platforms (e.g. – Automate, Addigy, Auvik)
• Scripting experience preferred using PowerShell and Batch scripting
• Advanced network troubleshooting skills such as DHCP, DNS, VLANs
• Conscientious of cybersecurity principles such as authentication, phishing, encryption