Tier 2 Support Engineer

Job description

Silverline Solutions is looking for a passionate and talented Information Technology Specialist, who can contribute to the protection and support of our customers across the country alongside a team of other IT Specialists. We are looking for a self-starter who is experienced, knowledgeable, and can communicate well.

This is a full-time position with benefits working in our office located in Winterville, NC.  We will not consider firms or applicants from outside the US.  We will also not consider remote or applicants that live outside a 30-mile radius of Winterville, NC.  We do not currently offer sponsorship for employment Visas.

Silverline Solutions, headquartered in Winterville, North Carolina, is a well-established, modern, comprehensive technology solutions provider that focuses on giving our customers and their customers a great experience. Our passions are our people, our customers, and technology. We offer secure and reliable technology solutions to customers across the country, including data center services, managed services, security services, and our unique and ever-expanding application portfolio.

Responsibilities

• Troubleshoot customer IT support requests for both physical and virtual environments.
• Point of contact for the customer throughout the support ticket cycle.
• Always provide professional communication with clients.
• Remotely assist customers with hardware and/or software issues.
• Respond to events generated by monitoring systems and perform troubleshooting of hardware and/or software issues.

Requirements

• Strong understanding of Microsoft desktop support (hardware, software, peripherals)
• Windows Active Directory and administering users, objects, groups, roles, and permissions.
• Understanding of TCP/IP principles.
• Networking experience, including switches, routers, and VPN tunnels.
• Knowledge of common DNS record types and their functions.
• Install, configure, and troubleshoot network printers and scanning devices.
• Experience Microsoft Office software and troubleshooting.
• Ability to troubleshoot technical issues over the phone in a professional manner.
• Displays strong written and oral communication skills.

Preferred Skills

• Experience with Microsoft Remote Desktop Services
• Experience with VoIP communications
• Experience with advanced Microsoft 365 administration