*** Need to be in the Philadelphia, PA area***
About the Role
The Tier 2 Systems Engineer is responsible for basic or complex issues. Tier 2 will handle escalation calls/tickets from Tier 1, working with the clients by responding to issues, working tickets and owning the ticket until it is resolved. Tier 2 will also assist with working Tier 1 issues when available. The expectation is that the Tier 2 engineers will troubleshoot beyond the PC, including troubleshooting servers, network devices, and cloud systems.
Tier 2 will alert Tier 3 team when unable to resolve.
Responsibilities:
- The Tier 2 Systems Engineer will work closely with the other staff members under the End User Support Manager’s direction with responsibilities including, but not limited to, the following: Be able to work in a fast-paced environment.
- Work support tickets that come in via phone, email, or customer portal.
- Collaborate with Team Members regarding resolutions to various customers.
- Proven Experience troubleshooting problems ranging from server, network, and PC issues.
- Must provide quality customer service skills in all forms of communication.
- Handle escalations from Tier 1 phones calls, emails, or monitoring alerts.
- Utilize experience and knowledge to assess issues and provide solutions for Tier 1 escalations.
- Assist Tier 1 with responding to alerts and tickets from various monitoring systems.
- Take ownership of tickets and customer interactions.
- Document resolutions and update procedures may be outdated.
- Engage in continued certification training to improve skillset Escalate issues to Tier 3 when needed and remediate client issues.
- Report critical incidents or problems that become too complex for self-resolution.
- Tier 2 Engineer must be flexible to work all shifts including some holidays and weekends Assist the Operations Center staff as needed with special projects and other duties.
