Sr. Technical Support Engineer - job 1 of 2

As a Sr. Technical Support Engineer at the New York City Department of Correction, you’ll be responsible for maintaining and supporting critical IT environments, ensuring all DOC employees have access to network resources and applications. Your tasks will include troubleshooting hardware and software issues, performing regular system upgrades, managing Active Directory, and overseeing the operation of VMware environments. Additionally, you’ll assist in implementing security measures to safeguard data integrity and facilitate smooth IT operations 24/7.

The qualifications for a Sr. Technical Support Engineer at the New York City Department of Correction include having a baccalaureate degree in computer science, engineering, or a related field along with four years of relevant full-time experience in datacenter engineering or IT infrastructure operations. Alternatively, candidates holding a degree and possessing eight years of satisfactory experience may also qualify. A solid understanding of Microsoft technologies and VMware is essential, while experience in cloud environments is a welcomed plus.

For the Sr. Technical Support Engineer position at the New York City Department of Correction, candidates should have solid expertise in supporting and configuring Windows Servers, Active Directory, DNS, DHCP, and SQL databases. Familiarity with VMware systems and mobile device management tools is crucial. Strong problem-solving skills, attention to detail, and the ability to work collaboratively in a fast-paced environment will also be key for success in this role.

While hands-on experience with cloud hosted environments is not a strict requirement for the Sr. Technical Support Engineer role at the New York City Department of Correction, it is certainly considered a valuable asset. Candidates who possess cloud engineering experience may find themselves at an advantage, as the DOC’s IT landscape continues to evolve, integrating more cloud-based solutions.

The work environment for a Sr. Technical Support Engineer at the New York City Department of Correction in Queens, NY, is collaborative and committed to diversity. You’ll be part of a professional team where your contributions are valued and encouraged. The department prioritizes creating a safe and inclusive workplace, fostering teamwork, and innovation while addressing the critical IT needs of its staff and the people in their custody.

When answering this question, provide specific examples of your past work with Active Directory, such as your role in user account management, group policy creation, or troubleshooting AD-related issues. Highlight any specific projects where you successfully optimized Active Directory for better performance.

Discuss your systematic approach to troubleshooting, starting from identifying the problem, gathering information, testing, and then implementing a solution. Giving a real-world example helps illustrate your method and how it led to a successful outcome.

Emphasize the importance of time management skills. Describe how you assess task urgency and potential impact, prioritizing critical issues while still meeting deadlines for ongoing projects. You might share tools or strategies that have worked for you in the past.

When discussing collaboration, identify a project where teamwork was key. Explain your role, how you communicated with your team members, and how the outcome benefited from the collaborative effort. Highlight how it taught you to value diverse inputs within a tech team.

Outline several facets of system security you focus on, like regular patch management, monitoring user access, and conducting security audits. You may also discuss any best practices you follow that align with industry standards for IT security.

Be sure to detail your experience specifically with VMware or any other virtualization platforms you have used. Provide concrete examples of how you have implemented or managed virtualization in past roles, emphasizing the benefits gained.

Discuss your approach to de-escalation, active listening, and empathy when dealing with frustrated users. Provide an example where you turned a negative experience into a positive one through effective communication.

Describe your familiarity with cloud service providers (like AWS or Azure) and any direct applications you’ve worked with. Highlight projects you’ve contributed to, focusing on your role and the value added to the organization.

You might mention attending workshops, taking online courses, subscribing to tech journals, or participating in forums. Share specific examples of how you applied knowledge gained from continuous learning in your previous roles.

Use this question to express your passion for technology and its crucial role in supporting public safety. Discuss how the DOC's mission aligns with your professional values, and convey your eagerness to contribute to a team that positively impacts the community.