Support Engineer II

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🕒 Junho 12

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ANP Advanced Network Products, Inc: A Coretelligent Company

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11 - 50 funcionários

Fundada em 1984

🔒 Cibersegurança

IT Services • Cybersecurity • Cloud Services

ANP Advanced Network Products, Inc: uma empresa do grupo Coretelligent, é uma firma de serviços de TI que se especializa em soluções inteligentes de infraestrutura de TI para transformar negócios. Elas oferecem uma ampla gama de serviços, incluindo consultoria em tecnologia, terceirização de TI, cibersegurança, IA & automação, análise de dados e serviços em nuvem. Com foco em maximizar a produtividade e assegurar a conformidade, a ANP ajuda as empresas a alcançarem seus objetivos estratégicos através de uma gestão e suporte de TI abrangentes.

Descrição

• Serve as an escalation point for Remote Support Engineers and provide advanced troubleshooting across client environments • Respond to client incidents and service requests via phone, ticketing systems, and other support channels • Troubleshoot and resolve issues related to: Microsoft 365, Teams, and Exchange Online • Microsoft Entra ID and identity management • Networking, VPNs, DNS, DHCP, and connectivity • Enterprise applications and business systems • Workstations, peripherals, printers, mobile devices, and endpoint hardware • Backup and recovery operations • Coordinate vendor escalations and third-party support engagements when necessary • Maintain accurate ticket documentation, troubleshooting notes, and client communications throughout the incident lifecycle • Provide timely updates to clients and internal stakeholders regarding issue status and resolution progress • Support file restoration, network access, messaging, application, and infrastructure-related requests • Assist with knowledge base development, documentation improvements, and operational process enhancements • Mentor and provide guidance to junior engineers as needed • Maintain or exceed established service delivery metrics, response times, and quality standards • Contribute to a collaborative, client-focused support environment that prioritizes accountability and continuous improvement

🎯 Requisitos

• 3+ years of experience supporting end users, systems, and infrastructure within an IT support, service desk, or MSP environment • Strong troubleshooting skills across Microsoft technologies, networking, endpoint support, and enterprise applications • Experience supporting Microsoft 365, Teams, Exchange Online, and Microsoft Entra ID environments • Familiarity with networking concepts including firewalls, VPNs, DNS, DHCP, wireless networking, and connectivity troubleshooting • Ability to manage multiple priorities and maintain high-quality service in a fast-paced environment • Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users • Demonstrated ownership, accountability, and customer advocacy throughout the support process • Experience documenting troubleshooting steps, creating knowledge articles, and maintaining operational documentation • Ability to follow established processes while exercising sound judgment and problem-solving skills • MSP experience strongly preferred • Commitment to delivering a white-glove client experience and serving as a trusted technical resource.

🏖️ Benefícios

• Health, Dental, & Vision • Flexible Spending Account (FSA) • 401k • Health Reimbursement Account (HRA) • Health Savings Account (HSA) • Life Insurance • Disability Insurance • Paid Parental Leave • Holiday Pay • Flexible Vacation & Sick Days. • Observed company holidays, including a day off on your birthday • Spot bonuses for demonstrated excellence • Community and social events • Learning and development • Flexible working life • $100 well-being allowance • Other health & wellness perks.