Heldesk Support Engineer - Level I

Job Description

We are a dynamic IT & Cyber Security solutions provider based in Astoria, Queens, dedicated to empowering businesses with cutting-edge technology and unparalleled service. We are NOT a placement company or staffing agency. Instead, we are a growing team-first organization, committed to fostering the professional growth of our employees and helping them take their IT careers to the next level.

We are looking for an ambitious IT professional with proven experience as a network/systems engineer to join our team. If you are passionate about technology, thrive in a collaborative environment, and are ready to tackle diverse and exciting challenges, we want to hear from you!

About the Role:

As a Level I Helpdesk Support Engineer, you will play a vital role in ensuring the smooth operation and security of our clients' IT environments. You will collaborate with our internal team and external clients to deliver high-quality solutions, manage projects, and provide expert guidance on cybersecurity strategies.

Technical Support

• Serve as the first point of contact for clients experiencing technical issues, ensuring prompt and professional assistance.
• Resolve common IT issues such as password resets, software installation/configuration, and basic network connectivity issues.
• Provide guidance on resolving technical problems through step-by-step instructions and remote desktop support tools.
  
  

Troubleshooting

• Analyze and diagnose issues related to hardware (e.g., printers, laptops, peripherals), software (e.g., operating systems, antivirus programs), and networks (e.g., Wi-Fi connectivity, firewalls).
• Perform initial troubleshooting for security-related incidents, such as malware infections, phishing attempts, or unauthorized access alerts.
• Follow predefined procedures for incident and problem management, escalating complex issues to senior engineers when necessary.
  
  

Escalation Management

• Accurately categorize and prioritize tickets based on impact and urgency.
• Collaborate with Tier 2/3 teams by providing detailed logs and issue descriptions to facilitate timely resolution.
• Ensure clients are regularly updated on the status of their tickets, particularly for escalated incidents.
  
  

Documentation and Reporting

• Maintain thorough records of client interactions, including issues reported, solutions provided, and unresolved challenges.
• Contribute to the creation and updating of knowledge base articles to assist both clients and internal teams.
• Document recurring issues to identify trends and assist in proactive problem management.
  
  

System Monitoring and Alert Response

• Monitor client environments using MSSP-specific tools, including Security Information and Event Management (SIEM) platforms, endpoint protection systems, and other monitoring tools.
• Investigate and respond to security alerts or anomalies, ensuring immediate containment and escalation when required.
• Assist in the implementation of basic security measures, such as patch management, vulnerability scans, or configuration reviews.
  
  

Communication and Client Relationship Management

• Maintain a professional and empathetic demeanor when handling client concerns, ensuring a positive customer experience.
• Provide clear and concise explanations to non-technical clients about issues and resolutions.
• Establish trust and rapport by demonstrating reliability, technical expertise, and a customer-focused approach.
  
  

Tool and System Utilization

• Operate ticketing systems efficiently to track, update, and resolve client issues.
• Familiarize yourself with various cybersecurity tools (e.g., antivirus software, intrusion detection systems) to assist in client support.
• Ensure adherence to the MSSP's standard operating procedures and security protocols.
  
  

Education and Awareness

• Deliver basic end-user training or tips on IT best practices, such as secure password creation and safe internet use.
• Raise awareness among clients about potential security threats and preventative measures to reduce risk.
  
  

Continuous Improvement

• Provide feedback on recurring client issues to improve internal processes and tools.
• Participate in training sessions to develop technical and interpersonal skills, keeping pace with the evolving IT and cybersecurity landscape.
  
  

Technical Skills:

• Operating Systems:
• Proficiency in Windows 10/11 for end-user support.
• Expertise in managing and troubleshooting Windows Server environments (e.g., Active Directory, Group Policies).
• Virtualization:
• Experience with virtualization platforms like VMware and Hyper-V for server and infrastructure management.
• Firewalls and Security:
• Knowledge of firewall configuration, management, and troubleshooting, primarily with FortiGate and Palo Alto devices.
• Networking:
• Solid understanding of networking principles, including IP addressing, VLANs, DNS, DHCP, and routing protocols.
• Ability to support and maintain network switches, routers, and wireless access points.
• Ticketing Systems:
• Familiarity with IT ticketing systems for incident management and service requests.
• Cloud Platforms:
• Experience with Office 365 administration, including Exchange Online, Teams, and SharePoint.
• Understanding of Azure and AWS for cloud resource management and services.
• Multi-Factor Authentication (MFA):
• Configuration and administration of Duo or similar MFA solutions.
• Cybersecurity Tools:
• Proficiency with Security Information and Event Management (SIEM) platforms for monitoring and analyzing security events.
• Expertise in deploying and managing Anti-Virus solutions to protect endpoints.
• Backup Solutions:
• Knowledge of various backup and recovery tools for data protection (e.g., Veeam, Barracuda).
• General IT Knowledge:
• Ability to quickly diagnose and resolve hardware and software issues.
• Strong familiarity with industry best practices for system and network security.
  

Qualifications:

• High school diploma or equivalent; associate degree in IT or related field preferred.
• Proven experience in a helpdesk or similar role is highly desirable.
• Basic understanding of computer hardware, software, networking concepts, and IT systems such as Active Directory.
• Familiarity with ITIL practices, ITSM platforms, firewalls, switches, servers, and backup solutions is a plus.
• Considered certifications such as CompTIA A , Network , CCNA, or MCSA are highly valued.
• Strong problem-solving, troubleshooting, and critical thinking skills.
• Excellent communication, interpersonal, and customer service abilities.
• Ability to work independently and as part of a collaborative team.
• Positive attitude, strong work ethic, and willingness to adapt to new technologies and procedures.
  
  

Benefits:

• Competitive salary based on experience.
• Opportunities for professional growth and career advancement.
• Collaborative, supportive, and friendly work environment with a focus on teamwork and continuous learning.
  
  

Requirements:

• Must be willing to undergo a background check
• Must have authorization to work within the U.S
• Must be able to commute to location
  
  

Company Description

MSSP seeking talented and energetic deskside support technicians.

MSSP seeking talented and energetic deskside support technicians.