Technical Support Engineer II

Job Description

Job Description

Job title

Technical Support Engineer II

Job type

Exempt

Employee type

Full-time

Team

IT

Reports to

Director of Information Technology

Location

Remote

Duties and Responsibilities

Our support engineers work remotely and are highly skilled in fixing technical problems, including but not limited to networking and connectivity, M365 and On Prem account setup and administration, software and systems issue troubleshooting and resolutions. With a service first approach and mindset you’ll ease any doubts our users may have about products or services by providing consistent communication.  

The technical support engineer provides enterprise-level support to customers/users. An ideal technical support engineer’s resume should highlight their ability to conduct research, diagnose, troubleshoot, and resolve IT issues with client satisfaction in mind. 

Key Responsibilities:

• Install and configure computer applications. 
• Monitor and maintain computer networks. 
• Configure operating systems. 
• Resolve issues related to networking and connectivity.   
• Prioritize and manage the workflow via a ticketing system. 
• Diagnose, troubleshoot, and resolve issues using customer input. 
• Configure computer systems that meet specific requirements. 
• Learn and work with emerging technologies. 
• Act as the first point of contact for clients with issues concerning their computer systems and equipment. 
• Keep track of system issues and adhere to the agreed timeline until an issue is resolved. 
• Interact with clients via phone, email or chats and provide concise written/verbal instructions. 
• Maintain procedural documents, inventory and reports. 

• Follow standard procedures to resolve issues by connecting them to relevant internal departments. 
• Provide prompt, accurate feedback to customers/users. 
• Ensure proper documentation of all issues. 
• Follow up with clients, ensuring their computer systems are functioning properly after troubleshooting.   
• Train and Onboard users on how to use Angeion systems. 
• Monitor daily performance of technical systems.   
• Help users deploy new software or hardware systems. 

Requirements

The essential qualifications include, but are not limited to the following

Education and Experience: 

• Operating systems including Windows and Linux. 
• Bachelor’s degree in at least one of the following: computer science, software engineer, information technology, or other related discipline. 1-3 years applicable experience preferred.  
• Computer systems, networks, and mobile devices. 
• LAN/WAN/VPN/WiFi 
• Command line administration such as Power Shell. 
• Help desk software such as Zendesk. 

• Microsoft Office 365 
• Microsoft Windows Active Directory and Domain Administration. 
• AWS Services 
• Azure Entra, Intune and Azure AD a plus

Traveling

Travel is not required for this position

Physical and Mental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. Sitting for extended periods is common. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

This position requires the ability to analyze many variables and choose the most effective course of action at any given point in time. You must be able to handle multiple tasks and diverse work problems daily. You must be able to handle stressful situations and interact with various types of customers, while also prioritizing your workload.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

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Technical Support Engineer

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Angeion Group is an EOE/Veterans/Disabled/LGBT employer, promotes a drug free workplace, and complies with all state, federal, and local regulations as applicable.