L2 Service Desk Engineer

This is a remote position.

SUMMARY

Service Desk team members are the first representatives of company to help customers get back to work as quickly as possible after experiencing technical problems. They use the technical and human resources of the company to ensure that customers are safe and supported in their computing environment. They use the knowledge they gain to collaborate with team members in building strong, reliable support systems that produce consistently excellent results.

A Service Desk Engineer is an excellent problem solver with a strong technical background and an empathetic ear for customers’ issues. As the first point of contact for most new customer issues, the Service Desk is pivotal in assuring prompt, thorough issue resolution and outstanding customer satisfaction.

Besides providing service to the entire base of company’s customers, each Service Desk Engineer is designated as the primary resource for all of company for any issue relating to specific clients assigned to him or her.

JOB RESPONSIBILITIES

· A Service Desk Engineer ensures that client service requests are fulfilled in accordance with client contracts with the company

· Communication with customers as required: keeping them informed of incidental progress, notifying them of impending changes or agreed outages

· IT Support relating to technical issues involving Microsoft’s core business applications and operating systems

· Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

· Basic remote access solution implementation and support: VPN, Terminal Services

· Escalate service requests that require engineer level support.

· Accurately completing timesheets

· Provide technical backend support (full hard drive, backups, account creations/terminations, etc.)

· Handle service requests for technical assistance via phone and email.

· Follow, update, and maintain company’s Helpdesk procedures and contribute to the knowledge bank.

· Attend bi-monthly Helpdesk Team meetings and quarterly staff meetings.

· Occasional/Seasonal Responsibilities: the Helpdesk Engineer performs other duties on an occasional basis, working independently and within a team on special nonrecurring and ongoing projects.

QUALIFICATIONS

· 3+ years of experience in IT support roles

· Industry certifications, Associate’s degree, and/or Bachelor’s degree a plus

· Familiarity with SLAs and SLA Management

· Experience in managing Active Directory, Exchange and Office 365; certification a plus

· Experience with Exchange On-Premises a plus

· Experience with Autotask or another PSA tool a plus

· Experience with Datto RMM or another RMM a plus

· Critical thinking/problem identification and solving

· Troubleshooting skills

· IT subject matter skills: infrastructure; line-of-business applications; end-user computer and accessory equipment; mobile devices

· Time management

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