Proactive monitoring, diagnostics and support of network, systems, security, cloud and voice related issues in a team oriented, support environment. As an IT Support Engineer, you are essential to providing a "white-glove" level of support to our customers. This is an onsite role in our Boca Raton, FL office location.
RESPONSIBILITIES
- Handle incoming phone calls, gather information, create tickets in ticketing system and escalate/assign as necessary
- Work on trouble tickets to troubleshoot & resolve client network, security, cloud and voice related issues in a timely manner
- Moves/Add/Changes for Client phone systems
- Moves/Add/Changes for Client network devices
- Moves/Add/Changes for VMs in VMware, AWS, or Azure
- Administer and Configure Windows servers, PCs and laptops as well as loading software
- Monitoring and analyzing security alerts
- Configure & support for network monitoring tools, perform traffic analysis and performance management
- Customer circuit turn-ups and service activations
- Interact with clients, outsourced and network vendors on a daily basis to resolve issues
- Partner with Engineering team for network & system infrastructure support
- Update and create internal articles and/or documentation
- Work within required SLAs for the business and provide regular and frequent status updates
EXPERIENCE
- Possess college degree or equivalent technical experience
- 3+ years' experience in an IT position configuring and supporting Cisco devices
- Previous experience in a call center or support environment a plus