Service Desk-Engineer (Level 2)

General Summary:

System Engineers are strong in all the most common and popular networking technologies. In addition to strong technical aptitudes, backed by at least 1 year of in the trenches experience, this person is a good communicator and a person who can manage well when the client is in a pickle and really needs strong guidance. The pace and demands in this environment are usually much greater than an "in-house" position. This person should be prompt and/or know the importance of communicating ETAs to clients. This person should be skillful at pre-project/work-briefings with each client on each project. This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange/Office 365, IIS, Cisco Internetworking, VPN's, firewalls, backup systems and more. The more truly capable the engineer is in all these areas, the higher the utility value. 

Position Responsibilities:

•                     Answer Help Desk phones to provide Level 1 & 2 remote phone support

•                     Log, document, and track incidents within ConnectWise Manage

•                     Track and record time worked throughout the day within ConnectWise Manage for at least 6 hours daily

•                     Monitor and hit weekly KPIs

•                     Willing to occasionally be on call and/or work overtime, holidays, and weekends

•                     Documentation of Client Networks

•                     Installation, configuration, troubleshooting and customization of MS Office Suite applications per customer's preferences

•                     Understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, hard drives, and PDAs

•                     Configure file, print, and remote access services

•                     Administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup

•                     Takes ownership of tasks and follows through to ensure complete resolution

•                     Takes a personal interest in, and responsibility for, quality of work they perform or are associated with

•                     Ability to pay close attention to detail while performing technically detailed tasks

•                     Ability to deal effectively with stressful situations

•                     Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members

•                     Ability to provide accurate time estimates for how long a task will take

•                     Understands that the success of individuals is measured by the success of their teams

•                     Ability to quickly learn new technologies using self-study materials and intuition

•                     Ability to articulate technical information clearly and simply to non-technical people

•                     Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution

•                     Is self-motivated and can be self-directed when necessary

•                     Enjoys sharing information, supporting others, and working on a team to achieve team goals

Knowledge, Skills, and Abilities:

•                     Experience required with Windows desktop operating systems

•                     Understanding of TCP/IP and troubleshooting Internet connectivity

•                     Understanding of DNS services

•                     Working Knowledge of Wireless Technologies

Credentials and Experience:

•                     Engineer with two to four years’ experience

•                     Minimum 2 years’ experience - Server Hardware Technologies (CPU/RAID/SCSI) Support

•                     Solid dependable engineer, follows directions and maximizes billing opportunities

•                     Consistently receives good client feedback