About the role

Help Desk Engineer providing first-level support for managed services clients in a remote setting. Collaborating with team and resolving client technical issues through various communication channels.

Responsibilities

Resolve problems reported to the call center by phone or web tickets.
Provide first-level contact and problem resolution for customer issues.
Provide timely communication on service ticket status and resolution.
Assist Level I technicians with escalated issues.
Update and maintain Help Desk Documentation and knowledgebase articles.
Review and update Help Desk documentation as assigned.
Review and create KB articles.
Other functions as directed by management.
Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed.
Acknowledge and work on incoming Help Desk web tickets by the SLA guidelines. Resolve or escalate as needed.
Work on tickets escalated by Level I engineers.
Create tickets and return calls to customer within the timeframe stipulated in the standard SLA.
Quickly and effectively communicate with customers within the SLA timeframe.
Work with vendor to resolve issues as required.
Configure/image desktops or laptops as needed.
Continually update and improve customer network documentation.
Continuously improve upon technical skills sets within assigned areas of expertise.
Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast paced environment.
Regular, predictable and punctual attendance. May occasionally need to work on holidays.

3-5+ years Technical Call Center/Help Desk experience
Comfortable with working on multiple open tickets simultaneously.
Comfortable with investigating, analyzing and troubleshooting client issues.
Able to make decisions on service ticket resolution without supervision.
Provide training to fellow team members and Level I engineers.
Proficient in at the following:
- Windows Operating systems – Windows, 10-11
- MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
- M365 and EntraID administration
Intermediate network support: Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps.
Basic knowledge of network technologies (LAN, WAN, wireless)
VPN clients (Cisco, SonicWall, Fortinet, etc.)
Computer hardware support: Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps.
Printer support: Setup/install local, wireless, and network printers
Mobile devices support: Setup and troubleshoot issues with iPhone, Windows Mobile, Android, etc.
Active Directory Administration: Maintain user accounts in Active Directory
Security: Familiarity with Security Applications (Sophos, Rapid7, etc.)
Strong understanding of Spam applications (Defender, Mimecast, Proofpoint)
Education: Associates Degree in Information Technology or equivalent experience.
At least 1 of the following relevant industry certifications is preferred: CompTIA A+, Network+, MCDST, HDI-SCA – HDI Support Center Analyst

Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job.