It Support Engineer

JOB TITLE: IT SUPPORT ENGINEER - A minimum of 5+ years as a Support Engineer or similar role, working in Microsoft Environments Required

LOCATION: Lake Mary, FL Office

Kappa Computer Systems (www.KappaServices.com.com) is a growing Managed Services Provider located in Lake Mary Florida. We're looking to add an ambitious, experienced Support Engineer to the team!

As a Support Engineer, you will serve as a technical expert and brand ambassador for Kappa and our clients. We are looking for those who thrive in a fast paced, hands-on, team-based environment; that value personal accountability and take responsibility for delivering results that meet or exceed expectations As we continue to grow, you will have many opportunities to advance your technical skills and develop professionally. We always seek to promote from within, paving ways for employees to advance their careers with an organization that cares about your overall happiness.

POSITION OVERVIEW: Kappa is looking for a dynamic and passionate follower of technology! The right candidate must love a challenge and constantly be looking for ways to improve themselves and the companies we work for. They are driven to improve the environment and they will be expected to contribute to that goal regularly. 

Our ideal candidate shall analyze, implement, maintain and support clients networked IT environments including IT equipment, servers, PC’s, printers, firewalls and software for a variety of diverse small, medium-sized and enterprise organizations. You will interact with our amazing clients routinely and possess the ability to work happily and promptly under minimal supervision. You should have the ability to adapt to different IT environments quickly, maintain good communication, smile, offer praiseworthy IT support, and attain comprehensive detailed documentation skills. 

Customer service is number one at Kappa Computer Systems, supporting our clients with a happy, can-do attitude is priceless. Building invaluable relationships with our clients and the Kappa team is key to everyone's success.

This position consists of the following work types:

75% Remote Support for end-users from Kappa Office

15% Design/ Implementation

5% Onsite support at client location

5% Meetings

YOUR EXPERT SKILLS SHOULD HAVE EXPERIENCE WORKING WITH:

• IT Support relating to high level technical issues involving all Microsoft's core business applications, as well as virtual environments built on Microsoft and VMware.
• Design, implementation, and support services for Microsoft related technologies: Windows Server, Exchange, Office 365, E-mail, SharePoint, SQL, etc.

• Proficiency in business IT Management Principles (work planning, testing, maintenance routines, data integrity, security)
• Servers, Backup Technologies, Internet/DNS/Email/Communication issues
• Install and/or upgrade Microsoft Server Operating Systems
• Perform advanced virus, malware and ransomware mediation.
• Configure and install firewalls to best-practice standards.

• Proficiently Install, configure, support complex virtual environments with High Availability in VMWare ESXi, Hyper-V and hosted cloud environments

• Designing, implementing and managing a variety of IT projects in complex environments.

• Deep understanding of network design and how design is used to provide IT services.
• Remote access solution implementation and support: VPN, and Terminal Services.
• Create network shares, group policies, domain administration and security permissions.
• PC installations, configurations, and ongoing support.
• Server installations, configurations and ongoing support. 
• Technical programming, services and support at the network level: WAN and LAN connectivity, printers/copiers, routers, layered switches, corporate firewalls and security.
• 2 factor authentications.
• Anti-virus another security programs.
• Root cause analysis.

• Working is a fast Pace environment, completing tasks quickly, accurately, and moving on to the next.

WHAT TO EXPECT - YOUR DAY-TO-DAY:

• Monitor, diagnose, troubleshooting and resolve multiple client’s technical environments and end-user IT support requests remotely and on-site in an apt manner using our ticketing systems plus other remote tools, and concluding the support request within an equitable amount of time while providing extraordinary service.
• Handle tier 3 support escalations tickets from tier 1 and 2 Technicians. Resolving advanced technical issues. Taking ownership and handling all support tickets until they are 100% resolved to the client's satisfaction.
• Handle high-level and emergency technical issues while keeping the client up to date on the situation.
• Complete root causes analysis, digging in deep to find the issue, thoroughly documenting processes, and sharing with the team.
• Document all service calls thoroughly when completed.
• Complete highly technical projects based on given project timelines.
• Assist with onboarding tasks as needed, and required.
• Ensure routine preventative maintenance is performed.
• Mentoring your fellow teammates. 
• Meetings on Tuesday mornings to discuss tickets and other issues. 
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and outages.
• Engineer and implement system solutions for customers using technologies that meet their needs.
• Document internal processes and procedures related to duties and responsibilities.
• Weekend and Holiday On-Call Rotations

HOW YOU WILL SUCCEED:

• Clear communication and active listening.
• Being a great teammate and eager to help others.
• Ability to work on long-term projects and ongoing projects.
• Ability to work in a fun team environment.
• Possesses a drive to ensure clients' success and satisfaction.
• Quick to respond to clients with an understanding approach, demonstrating patience, and a follow-up promptly.
• Detail-oriented, self-reliant; with the ability to meet established deadlines.
• Organize and prioritize your time, can prioritize clients in order of most urgent.
• Work with little instruction and work tasks without much supervision.
• Document, document, document your service request details, resolutions, technical notes, passwords, end-user information and equipment.
• Have a great work ethic (Made a mistake? Own up to it and learn)
• Willingness to get the job done right the first time.
• Can work quickly and move on to the next service/support call in a timely manner.

REQUIREMENTS:   

• Bachelor’s Degree in IT or similar course of study OR equivalent combination of education and work experience
• Five (5) Years’ or more minimum in Support Engineer related field 

• Background check
• Good driving record 
• Flexible occasional nights and after- hours
• MSP specific experience strongly desired
• Must wear company work shirt
• On-call Rotations

WHAT IS IN IT FOR YOU?!? 

• Competitive Pay
• Retirement Plan With 3% Company Match
• Health Benefits
• Time Off Benefits
• Paid Holidays
• Paid certification program.
• Company Outings
• Birthday Day Off
• All the Office Snacks You Can Eat
• Work/Life Balance with A Focus on A 40-Hour Workweek
• Technology Training and Certifications
• A Fun Work Environment! (professional darts board, air hockey, poker nights)