CyberGen is an established security consulting and services provider with an expert technical staff around the globe. We specialize in all manner of cybersecurity solutions with diverse and broad experience in the industry
We are seeking a Support Engineer (L2) to join our team. This position is responsible for providing remote technical support to our clients. The ideal candidate is driven by technology evolution, a self-starter with exceptional problem-solving skills, deliver exceptional customer service, and the ability to resolve complex problems and implement solutions with little or no guidance.
This is a Full-time Remote Work from Home (WFH) position that will report to the Service Delivery Manager.
Position responsibilities include, but are not limited to:
· Promptly respond to technology support issues on a 24x7x365 on-call rotation;
· General understanding of, and adherence to, Service Level Objectives (SLOs), Service Level Agreements (SLAs), and ticket escalation;
· Acting as an escalation point for Level 1 technicians and addressing higher-level and more complex issues;
· Maintain confidentially and privacy in all dealings with clients;
· Maintain an up-to-date level of knowledge with regards to desktop and server technologies;
· Use remote management software to log into client PC’s and resolve service requests/incidents/problems;
· Ensure escalated tickets are documented in real-time and in accordance with Service Desk processes and quality standards;
· Perform L2 fault finding and troubleshooting of both incidents and problems;
· Determine the best solution based on the issue and details provided by customers;
· Assist other members of the Service Desk team as needed or directed;
· Any other duties as assigned;
Essential skills/Experience:
· Minimum 2 years of experience working with server and/or desktop support;
· Proficient with Service Desk Documentation, Remote Monitoring/Management tools, and Ticketing Systems in order to accept and resolve service requests and incidents;
· Able to clearly and concisely document actions taken during ticket management lifecycle;
· Strong ability to manage own time to fulfill tasks efficiently, in the correct priority, and to the required level of quality;
· Proficient working with Office Suite (Word, Excel, SharePoint, Outlook, Teams);
Advanced skills encompassing:
· Microsoft Server and Desktop OS troubleshooting skills;
· Microsoft Office 365 troubleshooting and configuration skills;
· Azure Active Directory (Azure AD);
· Network (fundamental) troubleshooting skills;
· Ability to work with little or no supervision from direct manager;
· Ability to work in a fast-paced, highly technical environment;
· Excellent verbal and written communication skills;
Education/Certifications:
· High School Diploma or equivalent;
· Preferred to hold active Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certifications;
· Other active certifications in related field;
Home Office Requirements:
· High speed Internet access;
· Private, secure workspace;
