Vacancy expired!
Come work for a leading technology solution provider which delivers cutting edge technologies as a service to small and midsized businesses. The qualified candidate will be providing support services for industry-leading technologies, such as VMWare, Citrix, Intel, Microsoft (Azure), Linux, AWS, Cisco, Sophos, SonicWall, HP, Dell, Avaya, ShoreTel, Mitel, NEC, and more. The selected candidate will participate in developing solutions which add significant value to the end-users by increasing their productivity and efficiency. We are looking for a Help Desk Engineer to work on various incidents, projects, and technology solutions. The ability to analyze business processes and workflows, while identifying inefficiencies to develop solutions that will increase productivity is a must. Exceptional communication skills (verbal and written), superior natural intellect, and high motivation are required. Must have valid CDL, reliable transportation, and proof of car insurance.
Help Desk Engineer, Tier 1
Type: Full-time
Salary/Pay: Commensurate with experience
GENERAL SUMMARY:
The Help Desk Engineer is responsible for managing and maintaining end client's networks. Ensuring client satisfaction and optimizing their networks are essential in this position.
Essential Duties and Responsibilities:
The Help Desk Engineer position is a key contributor to the success of managing the end client's networks. This is achieved by quickly resolving incidents that our clients open tickets for and by constantly monitoring the alerts generated by our tools to resolve incidents before our clients are aware. Answering support calls, opening support tickets, troubleshooting computer problems, installing OS software, installing standard productivity software.
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Own all incoming calls during business hours. Delegate calls appropriately when needed
Performing basic troubleshooting service requests and escalating to Tier 2/Tier 3 as needed
Scheduling remote, internal and onsite technical resources
Providing Daily Updates on service requests
Participate in daily team meetings to review, reprioritize and reassign service requests
Participate in bi-weekly service meetings
Making follow up calls/emails on service request
Communication with customers: keeping them informed of incident progress, notifying them of impending changes or agreed
outages
Ability to work on multiple priorities and/or projects simultaneously.
Excellent listening and communications skills, both verbal and written.
Strong customer relationship skills.
Organized, detail-oriented and self-motivated.
Ability to provide and maintain detailed documentation
Strong computer skills and the ability to effectively communicate through e-mail.
Beginning to Intermediate knowledge in routers, layer 2/3 switches, and networking devices.
General knowledge in managing Microsoft Server Operating Systems and Networks.
Advanced knowledge of all Microsoft Workstation Operating Systems and Applications.
Ability to remain in contact with the client thru the completion of the incident.
Problem-solving abilities and ability to meet reasonable deadlines.
Ability to build positive and collaborative relationships.
Willingness to develop professionally.
Ability to work with little supervision and manage a team.
Company Expectations:
Success in the Help Desk Engineer position will be based on your ability to meet or exceed our client's expectations and by exceeding the SLA (Service Level Agreements) put in place for the various agreements. The team will be graded on the profitability of the client agreements and on the number of incidents that are able to be resolved before affecting the clients.
Position preferred qualifiers:
A+ Certification
NET+ Certification
Microsoft Certified Professional
2+ years' experience in computer network management
ConnectWise experience is a plus
Work Atmosphere: Normal professional (staff shirts), office environment.
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.
Procedure (for consideration, please follow specifically):
1) Reply to posting email address
2) Include full name, contact phone number, contact email address in the body of the email
3) Attaching a current PDF resume is required. NO COVER LETTERS
4) Failure to follow these simple steps will disqualify you.
Vacancy expired!