What are the responsibilities and job description for the Help Desk Engineer I position at Bluetide Communications?
Key Responsibilities:
1. Client Support: Provide timely and efficient technical support to clients via various communication channels, including phone, email, and remote desktop support.
2. Issue Resolution: Diagnose and troubleshoot technical issues related to communication systems, RMM tools, phone systems, security infrastructure, cameras, and network components. Resolve problems by following established procedures and utilizing available resources.
3. Documentation: Maintain detailed and accurate records of client interactions, issues, and resolutions. Document client configurations and update knowledge base articles as needed.
4. Remote Monitoring and Management (RMM): Utilize RMM tools to proactively monitor and manage client IT environments, ensuring optimal performance and identifying potential issues before they become critical.
5. Communication Systems: Assist with the setup, configuration, and troubleshooting of communication systems, including email, messaging, and collaboration tools.
6. Phone Systems: Configure and support IP-based phone systems, troubleshoot VoIP-related issues, and assist with call routing and voicemail setups.
7. Cameras: Support surveillance camera systems, including installation, configuration, and troubleshooting of IP cameras.
8. Network Infrastructure: Assist in managing and troubleshooting network infrastructure components, such as switches, routers, firewalls, and wireless access points.
9. Security: Support and maintain security measures, including antivirus, firewall configurations, and intrusion detection systems. Assist with security incident response and vulnerability assessments.
10. Client Education: Provide basic technical training to clients, helping them understand and utilize their technology more effectively.
11. Team Collaboration: Collaborate with other IT professionals and escalate issues to higher-level engineers when necessary.
12. Client Satisfaction: Ensure high levels of client satisfaction by delivering excellent customer service and resolving issues in a timely and professional manner.
Salary : $10 - $25