Senior Help Desk Engineer

General Description

• Remotely supports customer's workstation, server & network infrastructure environments.
• Troubleshooting & resolving basic and complex issues related to all aspects of IT.
• Utilize company systems to process service requests including the documentation of issues and resolutions; keep accurate time tracking for service tickets daily.
• Acts as resource for other Help Desk Engineers for escalation of advanced support issues as needed
• Work within company systems and tools to understand client information and follow company processes.
• As assigned, creates/updates documentation, standards and procedures to comply with corporation and industry standards.
• Attends EOS Level 10 business meetings and collaborates with fellow support engineers and management team members to develop "best practices" policies and procedures, and to identify and resolve issues to help create a flexible and efficient organization.
• Responsible for advanced configuration and troubleshooting of centralized managed service products.
• Assist Project Engineer with computer, server, firewall, email security, M365 account configurations and installs.

OTHER RESPONSIBILITIES

• Maintain current technical knowledge and trouble-shooting skills to align with support needs through ongoing training
• Resolve most issues without additional advice, or help, from other engineers and supervisory staff
• Member of On-Call rotation as scheduled and required to support our clients
• Project work when assigned

Work Experience Requirements

• Minimum of 3-5 years’ experience in computer technology support in a help desk/technology support environment, MSP experience preferred
• Strong knowledge of Windows based computer systems; Strong networking configuration skills (DNS, switches, firewalls, VPN, etc.)
• Strong communication skills, both verbal and written; providing exceptional customer service
• Intermediate knowledge of M365, Azure, SharePoint, Teams, Exchange
• Able to promptly answer support related email, phone calls and other electronic communications
• Self-motivated, detail-oriented and organized
• Team player with the ability to take ownership of an area, following assigned tasks through to successful completion
• Strong troubleshooting and critical thinking skills

Education Requirements

• Graduation from an accredited two-year degree granting college or university with a major in Computer Science (or related field) desired; relevant experience can be substituted for education
• Microsoft 365 or Azure Fundamentals, A , MCSA, MCSE, or MCITP certification or other IT Certifications helpful.

Benefits

• Competitive Pay & Paid Time Off (PTO)
• Paid Volunteer Time Off (VTO)
• Supplemented Health Club Memberships (in some locations)
• 401K retirement Plan - Company match up to 4% after 90 days
• Health & Dental Plan –Premiums subsidized by company
• Short Term Disability & AD&D Insurance – Company Paid
• Company paid Employee Assistance Program (EAP)
• Supplemental Insurance (Cancer, LTD, Eyecare, Critical Illness, Add’l Life)– Available
• Life Insurance – Company paid 1x Annual base pay up to $100K
• 360 Employee Recognition Award Program
• Lots and lots of fun (picnics, parades, holiday and quarterly events, charities and much more)!