Systems Support Engineer Tier II

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Written by AI from the job title and company, not by NewtekOne (NASDAQ: NEWT), so some details may not match this job. The employer's own page has the real description.

Job Overview

A Systems Support Engineer Tier II at NewtekOne (NASDAQ: NEWT) will play a critical role in ensuring the optimal functionality of the systems and supporting infrastructure. This position involves troubleshooting complex technical issues, providing timely resolutions to customer inquiries, and collaborating with other IT teams to enhance system performance and reliability. The ideal candidate will use their advanced knowledge of hardware and software systems to maintain the integrity of the technical environment while ensuring adherence to industry best practices.

Job Responsibilities

• Diagnose and resolve technical issues related to hardware, software, and network performance.
• Provide Tier II support for escalated tickets from Tier I support, ensuring timely resolution and customer satisfaction.
• Document processes, technical information, and troubleshooting steps to enhance knowledge sharing within the team.
• Collaborate with cross-functional teams to implement system upgrades and perform regular maintenance checks.
• Assist in the development and documentation of Standard Operating Procedures (SOPs) for system support processes.
• Monitor system performance and provide proactive solutions to prevent outages and enhance system reliability.
• Stay updated with emerging technologies and incorporate them into existing processes where applicable.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 3+ years of experience in a technical support role, preferably in a Systems Support or similar capacity.
• Proficient in troubleshooting issues with Windows/Linux operating systems, networking, and database management.
• Strong understanding of virtualized environments, including VMware or Hyper-V.
• Experience with scripting or programming languages such as PowerShell, Python, or Bash is a plus.
• Excellent communication and customer service skills, with a focus on problem-solving and resolution.
• Certifications such as CompTIA A+, Network+, or relevant Microsoft certifications are advantageous.

Technologies & Tools

The Systems Support Engineer Tier II will utilize a range of technologies and tools essential for system support functions. Key tools include remote desktop software, ticketing systems such as ServiceNow or Jira, monitoring tools like Nagios or Zabbix, and various backup solutions. Familiarity with cloud services such as AWS or Azure may also be beneficial, as well as experience with network configuration tools and antivirus software.

Ideal Candidates

The ideal candidate for the Systems Support Engineer Tier II position will exhibit a strong analytical mindset and possess a high level of technical aptitude. They should demonstrate a proactive approach to problem-solving, with the ability to work collaboratively within teams and independently when required. Strong organizational skills and attention to detail are essential, along with the capacity to manage multiple tasks effectively. A passion for technology and a commitment to continuous learning will make a candidate particularly well-suited for this dynamic role at NewtekOne.