IT Help Desk Engineer

3 days ago

Seattle, United States HIKINEX Full time

Position: IT Help Desk Engineer

Job Description:

We are seeking for an IT Help Desk Engineer who will be responsible for remote and on-site support needs for managed services customers. This involves all technology, including workstations, servers, cloud services, printers, networks, and vendor-specific hardware and software. You will work with senior technical colleagues and account managers to handle escalation requests, facilitate ongoing maintenance, and assist with improvement projects.

Basic Functions:

IT support for client business applications and operating systems. IT support for Microsoft technologies: Windows Server, Exchange, SharePoint, Microsoft 365, Teams/Phone System, Azure, etc. Support backup and disaster recovery solutions, especially initiating restores. Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security. Implement and support remote access solutions: VPN, Terminal Services, Windows 365, Azure WVD, ConnectWise Control. Monitor help desk and remote management system alerts and respond through service tickets. Document maintenance for all computer systems and network infrastructure. Communicate with customers as required, keeping them informed of incident progress, changes, or agreed outages.

Additional Duties and Responsibilities:

Improve customer service, perception, and satisfaction.

Ensure fast turnaround of customer requests.

Work effectively in a team and communicate well.

Ensure requests are routed to the proper resource for quick resolution.

Escalate service requests requiring more senior support.

Enter time and expenses as they occur.

Understand processes by completing assigned training materials.

Enter all work on service tickets.

Knowledge, Skills, and/or Abilities Required:

Advanced understanding of Microsoft operating systems, common business applications, printing systems, and network systems. Strong interpersonal skills: video & telephony skills, communication skills, active listening, and customer care. Diagnosis skills for technical issues. Ability to multi-task and adapt quickly to changes. Technical awareness to match resources to technical issues appropriately. Service awareness of key IT services provided. Understanding of support tools and techniques used to provide services. Typing skills for quick and accurate entry of service request details. Self-motivated and able to work in a fast-moving environment.

Opportunity:

Work for a growing Managed IT Services company in the Greater Seattle & Greater Austin areas. Support the core network of small to midsized firms using Microsoft local and cloud applications. Be part of a company that allows you exposure to a variety of different challenging issues on a daily basis. Maintain work-life balance in a flexible environment that values both personal and professional success. Receive competitive benefits for your hard work and dedication. Enjoy opportunities for pay growth and upward mobility as the company continues to expand.



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