What are the responsibilities and job description for the IT Help Desk Engineer II/III position at Endsight?
Description
A career with an IT Managed Service Provider (MSP) is a challenging thing, but also extremely rewarding! It’s fast-paced, like drinking from a firehose, but this gives you a tremendous opportunity for hands-on experience with the newest platforms and a range of unique environments. At all times we have each other's backs and want you to succeed and thrive. We know our most important assets are PEOPLE like you, and we’re looking forward to having you meet our team!
Life at Endsight is about finding fulfillment for ourselves by fiercely committing to helping others thrive. We work for our clients and our colleagues with an ambition to pursue “excellent customer experiences at EVERY opportunity.” Our vision is to be a lot like a great university - a place where employees come, make life-long connections with other incredible people, and go through intense personal and professional growth; a place where the best people in the industry come to be treated with respect and are given the opportunity to do meaningful work.
Purpose:
Key Responsibilities:
Qualifications:
Location: Remote
Want to be a part of a fast-paced growing MSP that is fiercely committed to helping others thrive?
Want to be a part of a fast-paced growing MSP that is fiercely committed to helping others thrive?
A career with an IT Managed Service Provider (MSP) is a challenging thing, but also extremely rewarding! It’s fast-paced, like drinking from a firehose, but this gives you a tremendous opportunity for hands-on experience with the newest platforms and a range of unique environments. At all times we have each other's backs and want you to succeed and thrive. We know our most important assets are PEOPLE like you, and we’re looking forward to having you meet our team!
Life at Endsight is about finding fulfillment for ourselves by fiercely committing to helping others thrive. We work for our clients and our colleagues with an ambition to pursue “excellent customer experiences at EVERY opportunity.” Our vision is to be a lot like a great university - a place where employees come, make life-long connections with other incredible people, and go through intense personal and professional growth; a place where the best people in the industry come to be treated with respect and are given the opportunity to do meaningful work.
Benefits:
- Medical: Company pays 100% of the base plan for the employee and family
- Dental & Vision
- 401(k) with employer matching
- Accrued Paid Time Off
- 9 Paid Holidays
- Career Pathing
Purpose:
As a Help Desk Engineer, you will be responsible for providing reactive support to our clients, ensuring timely and effective resolution of customer issues. Your role will require a blend of technical expertise and exceptional communication skills to deliver an outstanding customer experience. You will handle incoming requests in a variety of ways such as phone, email, etc. on a wide range of platforms and technologies.
Key Responsibilities:
Reactive Support: Address incoming customer tickets and calls promptly.
Ownership of Work: Actively manage and resolve tickets from the support board.
Communication: Maintain clear communication with clients throughout the ticket lifecycle.
Customer Experience: Handle interactions professionally to achieve high customer satisfaction.
Documentation: Improve client documentation consistently.
Ticket Hygiene: Accurately select agreements, types, subtypes, items, and statuses.
Ownership of Work: Actively manage and resolve tickets from the support board.
Communication: Maintain clear communication with clients throughout the ticket lifecycle.
Customer Experience: Handle interactions professionally to achieve high customer satisfaction.
Documentation: Improve client documentation consistently.
Ticket Hygiene: Accurately select agreements, types, subtypes, items, and statuses.
Qualifications:
Required:
- Must have 3 years minimum IT Help Desk experience
- Previous MSP experience is required
- Strong aptitude for Customer Service
- Ability to self-schedule and project plan for small engagements
- Ability to organize and manage multiple priorities
- Excellent analytical, verbal, and written communication skills
- Ability to adapt quickly to new technologies and changing business requirements
- Able and willing to collaborate as part of a team
- Respond to emergency situations effectively, maintaining poise and focus
Preferred (not required):
- Certifications: CompTIA (A , Network, Security), Microsoft Associate/Expert, VMware, Apple, Citrix
- Bachelor's degree (in a related field) or equivalent experience