Systems Engineer, Tier II

EXOS (formerly Sondhi Solutions)Carmel, IN, US

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This position is responsible for resolving Tier 1 and Tier 2 customer requests via phone, email, ticket entry.  - Promote a high level of customer satisfaction through proper telephone techniques and respond with the appropriate amount of urgency to user problems.  - New hire setup and orientation. - Assign user-name, password, and access right permissions for the computer systems and applications.  - Identify, research, and resolve technical problems  - Maintain appropriate documentation on procedures, configurations, and equipment inventory. - Oversee installation, configuration, administration, maintenance, and support of service / management applications or infrastructure components incorporated at clients existing or future computing infrastructure. - Monitor the ongoing operation and perform activities to assist with performance tuning, troubleshooting of hardware, OS, and application issues. - Support software / hardware on equipment such as scanners, copiers, printers, monitors, and other peripherals.  - Network Cabling / Server reboots / general network troubleshoot.  - Cell phone / MiFi support and upgrades (Verizon and ATT Firstnet)  - Participates in 24 / 7 on-call rotation  - Perform other duties as assigned by management.  - Excellent organizational, written, and verbal communication skills.  - Minimum 5 years experience of Tier 2 desktop support - Experience working in Active Directory, User Support and Group Policy support  - Windows based computer literacy, and familiar with helpdesk procedures.  - Knowledge of Microsoft Windows based software and troubleshooting techniques.  - Knowledge of PC hardware installation, troubleshooting, and resolution techniques.  - Ability to install and deploy Windows based PC's.  - Possess working knowledge of the Microsoft Office O365 Suite, including : Word, Excel, and PowerPoint.   - Microsoft Modern Workplace certification is desired.  - Ability to lift up to 50 lbs.

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System Engineer Ii • Carmel, IN, US