Service Desk-Engineer (Level 2)

Job Description

Job Description

Salary : 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