SymQuest Network and Document solutions for Businesses in Vermont, New Hampshire and New York
 

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Field Support Engineer

Job Location

South Burlington, VT

Summary

SymQuest Group, Inc. has an immediate opening on our Network Operations Center Field Support team. The position of Incident Response Field Support Engineer is primarily responsible for field escalated support incidents that cannot be resolved remotely. Tasks include the completion of emergency on-site visits at client locations to perform network support tasks dealing with network and server hardware and software. This position also makes advanced recommendations to resolve network and workstation based problems as necessary as well as identify and implement appropriate network enhancements.

Essential Duties and Responsibilities
(Other duties may be assigned)

  • Provide primarily onsite technical support to clients, but also remote support where applicable.
  • Ensure client networks remain stable with maximum uptime through proactive and reactive technical support.
  • Remain flexible to accommodate the emergency response issues that occur in our customers’ environments. This may sometimes require evening and/or weekend work to accommodate hardware replacements and/or software updates.
  • Possess the ability to self-manage workload, schedule, and coordination with hardware and software vendors for replacement parts or escalated support.
  • Adhere to and innovate processes and procedures to improve service delivery.
  • Possess the passion for customer service and the desire to create “raving fans”.
  • Build solid, long-term relationships with clients and coworkers.
  • Build a reputation of competence and teamwork with clients and coworkers.
  • Possess a commitment to professionalism, client satisfaction, and high moral standards.
  • Work independently with an eye on the big picture and on other team member activities.
  • Continue skills development; maintain proficiency in current technologies.

Experience

  • Microsoft Server Operating Systems (Windows 2000 and 2003)
  • Microsoft Windows Active Directory design and administration
  • Microsoft Windows Desktop Operating Systems (2000/XP/Vista)
  • Citrix Presentation Server, Access Gateway, Secure Gateway
  • Cisco router, switch, and firewall configuration
  • HP, Dell, IBM, and other server class hardware
  • Server based Backup Software/hardware operation
  • Anti-Virus utilities
  • Previous self-management or people management skills/experience a plus

Educational Requirements

  • AS/BS Computer Networking related program
  • Industry Certifications a plus (MCP, MCSE, CCNA, CCDA, CCNP, etc.)
  • Previous field experience a plus

Technical Requirements

  • A thorough working knowledge of Windows Server operating systems, Active Directory and Group Policy management is required.
  • Only candidates with practical experience supporting Microsoft Active Directory domain environments will be considered.
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