Senior Desktop Engineer - Remote

GENERAL-PURPOSE OF THE POSITION

One of client is looking for Senior Desktop Engineer This position is part of the critical Helpdesk Operations team who responds to customers’ requests. The helpdesk team triages and prioritizes the tickets, finds the root cause of the issue and then tries to resolve the issue. If unable to resolve Helpdesk team escalates to senior engineering team members for resolution. Technical knowledge or the ability to find answers is required.

• This position is part of Helpdesk Support Team and is responsible for the frontline support of our customers' needs
• including, but not limited to, troubleshooting hardware, software, and network related issues. This position is
• remote and will report to the Manager – Helpdesk Engineering.

DUTIES

• Provide outstanding service to new and existing customers via telephone and email.
• Excellent working knowledge of Active Directory, Microsoft Exchange, File Server, Print Server, DHCP, DNS,
• High Availability, Virtualization, Group Policy, Terminal Services, and Monitoring.
• Provide first level support for network related systems and issues.
• Thoroughly document systems and issues on a regular basis.
• Remote Control support and troubleshooting for: Windows OS; Outlook/Exchange; mobile devices; print/scan/fax, and IP phones; and Microsoft Office Suite, business applications, and web applications.
• Assist customers in troubleshooting technical problems, and document and respond to customer issues.
• Provide analysis, diagnosis, and resolution of complex desktop, server, network, and software problems for end users, if unable to resolve, immediate escalation to Systems Engineering team.
• Participation in rotating 24/7 on call schedule after training and acclimation to the position.

KNOWLEDGE, SKILLS AND ABILITIES

• Advanced technical and troubleshooting knowledge of desktops and applications.
• Intermediate understanding of networking including but not limited to: Knowledge of common ports, LAN, WAN, VPN, DNS, Routing, ACLs, NAT, VLAN, and subnetting.
• Extensive Windows and/or Macintosh OS experience, both as a user and as a engineer.
• Proficient with creating, maintaining, and troubleshooting: Windows Server 2012+, Microsoft Exchange 2010+, and Microsoft Active Directory required.
• Proficient in the support and maintenance of virtualization technologies.
• Experience remotely supporting/troubleshooting Microsoft 365, mobiles devices, computer peripherals, enterprise-level networking and power management equipment, NAS and SAN devices, VPNs, VoIP systems and phones, and AV systems.
• Experience using a trouble ticketing system, and demonstrable experience in documenting issues, problems, and resolutions.
• Experience using Remote Monitoring and Management tools and applications.
• Experience in the following applications and protocols a plus: Datto RMM/Autotask, ITGlue, Nagios, PagerDuty, enterprise Antivirus Solutions, WSUS, website domain management, website security systems, VMWare, XenServer, JDIC, and SCADA.
• Ability to quickly assess situations and escalate issue to higher level technician when necessary.
• Ability to work independently and as a team is critical.
• Highly motivated with the ability to stay focused in a fast-paced environment, working independently.
• Professional telephone and written communication skills required. Service-driven personality with strong customer service skills.
• Excellent critical thinking and analytical problem-solving skills.
• Able to resolve problems, examine opportunities for process improvements, and formulate an implementation approach.
• Ability to set priorities and solve problems. Efficiency at managing multiple tasks without frequent supervision.
• Technical Certifications a plus (MCSA, CCNA, CompTIA, etc.).

REQUIREMENTS

• High school diploma or equivalent required. College coursework or technical training is a plus.
• 1 year of server administration experience required. Domain management.
• 6-8 years working fulltime in an IT helpdesk or IT call center environment required.
• Previous MSP experience highly preferred.
• Conversational and written English fluency required.

OPENINGS

Full-time positions available now, with opportunities for advancement. Will require working evenings and

weekends, as well as participation in rotating on-call schedule after training and acclimation to the position. Open

until filled. Applicants subject to background checks.