Engineer II

Job Description:

The Engineer II, Information Services is a critical role in ensuring seamless technology operations across the organization. As a key escalation point for complex technical issues, this role is responsible for managing, prioritizing, and resolving advanced incidents and service requests to minimize downtime and enhance user productivity. The engineer will leverage diagnostic tools and remote support technologies to deliver swift and efficient solutions, working closely with Level 1 staff and other teams. This role is essential for maintaining optimal IT performance, improving user experience, and driving continuous service improvements.

• Serve as a technical guide and primary escalation point for Level 1 Service Desk staff, ensuring prompt resolution of complex incidents and requests.
• Diagnose, resolve, and provide recovery assistance for hardware, software, network, voice, or system issues.
• Monitor and resolve Service Desk requests reported by end-users within defined SLAs.
• Escalate issues requiring higher-level technical expertise to appropriate personnel (e.g., Vendors).
• Maintain technical logs, documentation, and inventory (Hardware/Software) according to area procedures.
• Monitor and maintain Service Desk applications and systems.
• Provide related services to ensure positive end-user satisfaction with the IS Department (e.g., training, PR phone calls).
• Assist with special projects and assignments as required by management.
• Participate in scheduled 24/7 on-call duties as requested.
• Manage virtual machine inventory, build, and support AWS Workspace infrastructure.
• Collaborates effectively with team members and other departments to resolve issues and implement solutions, demonstrating strong teamwork and interpersonal skills.
• Communicates clearly and professionally with end-users, team members, and management, ensuring all stakeholders understand complex technical issues.
• Organizes and prioritizes tasks effectively, managing multiple responsibilities and deadlines with attention to detail.
• Perform other duties that support the overall objective of the position.

Education Required:

• Degree in Computer Science/Technology.
• Or, any combination of education and experience which would provide the required qualifications for the position.

Experience Required:

• Experience handling macOS installation, configuration, and troubleshooting issues with hardware and software.
• Experience in dealing with purchase requisitions, procurement, asset tagging, and compliance with IT laws.
• Experience in installing, upgrading, supporting, and resolving issues relating to PC, printers, scanners, phones, VoIP, including the Intranet, LAN, and WAN, hardware, and software.
• Experience working on Active Directory and AWS/virtualization.
• High-level experience in handling Network & Voice Infrastructure, maintenance/upgrade, and troubleshooting.
• High-level experience in networking and WAN technology.
• 3-4 years of experience in the Information Systems industry and in the above-mentioned areas.
• Experience with Automation of Service Desk capabilities.
• Hardware troubleshooting experience and be conversant with networking protocols and ITIL.

License/Certification Required:

• Microsoft Certifications, MCP, MCSA preferred.
• Cisco Certifications, CCNA preferred.

Knowledge, Skills & Abilities:

• Knowledge of: Versed in Microsoft/macOS operating systems and applications for administration. Okta, Azure, Intune, Autopilot, and Jamf support and administration. Versed in analyzing & solving Software and Hardware issues.
• Skill in: Excellent English language oral and written communication skills. Strong organizational skills, with the ability to maintain accurate records and manage assets efficiently. Logical thinker, with good analytical and problem-solving skills. Must have hardware troubleshooting experience and be conversant with networking protocols and ITIL.
• Ability to: Flexible to work in shifts (24/7) and provide on-call support during OOF.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.