R2 Unified Technologies

Purpose and scope

This is a customer-focused role in which the Support Engineer will be expected to handle and resolve customer issues through phone and email. You will be responsible for performing basic routine health checks, network monitoring and troubleshooting of network, systems, security, cloud and voice related issues. As a Technical Support Engineer, you are essential to providing a “white-glove” level of support to our customers.

Responsibilities

Handle incoming phone calls, gather information, create tickets in ticketing system and escalate/assign as necessary.
Work on trouble tickets to troubleshoot & resolve client network, security, cloud and voice related issues in a timely manner.
Moves/Add/Changes for Client phone systems, network devices, VMware, AWS, or Azure.
Provide support for Windows servers, PCs and laptops as well as loading software.
Responding to monitoring and security alerts according to standard processes.
Execute software updates to network devices and systems.
Escalate issues and partner with Engineering team for network & system infrastructure support.
Update and create internal articles and/or documentation.
Check to ensure backups have been completed and remediate failures when necessary.
Create and manage user accounts in Active Directory.
Work within required SLAs for the business and provide regular and frequent status updates.

Preferred qualifications

Cisco Network Certification
Azure Cloud Certification

This job description does not list all duties of the job. You may be asked by management to perform other duties.

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Experience

Possess college degree or equivalent technical experience with at least 3+ years’ experience in an IT position or support environment configuring and supporting various systems

Details

Our benefits

401k

Including matching

Profit sharing

Share in the success

Paid time off

Unlimited PTO

100% Covered

Medical & Dental

Life Insurance

ST & LT Disability

Job requirements

Experience working across multiple disciplines (Servers, Desktop, Cloud, LAN, WAN, Voice)
Knowledge of basic network troubleshooting
Knowledge of basic Windows troubleshooting
Ability to work independently without supervision
Strong verbal and written communication skills
This position will participate in an on-call schedule, providing after hours support as necessary

To be a technology partner, it’s not about what you sell, it’s about how you deliver. Innovation, passion, and execution will continue to be the principles for which R2 hires, retains, and serves.

Join us