![J. Harte Associates LLC](https://media.trabajo.org/img/noimg.jpg)
Senior / Level 3 Helpdesk Engineer
4 weeks ago
JOB SUMMARY
Our team is dedicated to ensuring our Clients' satisfaction remains our top priority. The role of the Senior Helpdesk Engineer is crucial in achieving this objective. This individual is responsible for handling escalated support requests within the Service Delivery Team, addressing issues that the Junior Helpdesk Technician may find challenging. The Senior Helpdesk Engineer collaborates with the Service Delivery Manager for guidance and support when necessary.
RESPONSIBILITIES & TASKS
Customer Service
- Address and resolve escalated Helpdesk Tickets promptly.
- Strive to provide Clients with a positive, efficient, and supportive experience.
- Offer advanced remote troubleshooting assistance to Clients.
- Perform remote hardware maintenance and support.
Use of Ticketing System
- Utilize our Ticketing System to manage and resolve Helpdesk Tickets and Service Requests.
- Maintain thorough records of all work within our Ticketing System.
- Ensure the proper maintenance of Client Documentation.
- Separate tickets with multiple issues into individual tickets.
- Prevent tickets from becoming stagnant during the resolution process.
Use of Monitoring & Management Tool
- Review the RMM dashboard and implement remedial actions as per our established processes.
- Monitor regularly scheduled/automated actions as guided by our processes.
Project Work
- Provide additional resources to the projects team as needed for on-site or remote project delivery.
Communication, Reporting & Risk
- Escalate tickets requiring Service Delivery Manager support.
- Keep Clients informed of the status of their tickets at each stage and notify them of any changes or outages related to their issue.
- Submit Timesheets & Expense reports as outlined in SOPs.
- Identify, communicate, and mitigate potential risks to the Service Delivery Manager and Clients.
Team Work
- Mentor Junior Service Team Members.
- Adhere to the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher.
- Follow Standard Operating Procedures (SOPs) for daily and weekly recurring tasks.
- Comply with all security procedures and remain vigilant for security issues.
- Identify opportunities for improvement and provide constructive suggestions for change.
- Contribute effectively to the process of innovative change.
- Perform other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO.
SKILLS AND ATTRIBUTES
Desired
- Strong problem-solving abilities.
- Excellent communication skills, emphasizing active listening.
- Advanced knowledge of support tools, techniques, and technology used for service provision.
- Proficiency in operating systems, business applications, printing systems, and network systems.
- Advanced diagnostic skills for technical issues related to end-user hardware, software, and network devices.
- Extensive experience and knowledge of working with the Microsoft 365 Platform.
- Proficient in quick and accurate typing while engaging in phone conversations.
- Passion for delivering exceptional Client Experiences.
- Advanced understanding of IT Applications, Software, and Hardware.
- Ability to communicate effectively in both technical and layman's terms.
- Strong motivation to excel in a fast-paced IT environment.
- Possession of a valid driver's license (indicate needed class/type).
Nice to Have
- Experience with Ticketing systems, RMM Tools, and PSA software.
- Experience providing remote support.
- Handling of Technical Service Tickets.
- Professional IT Certifications such as Microsoft MCP, MCSA, or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits, etc.
- Prior experience in a Helpdesk or with a Managed Service Provider (MSP) / IT Support Business.
CAREER GROWTH
For individuals seeking career advancement, the Senior Helpdesk Engineer role naturally leads to positions such as Service Delivery Manager or CTO.
-
Helpdesk Tier 3
3 weeks ago
West Caldwell, United States Tgipower Llc Full time**Job Title: Helpdesk Tier 3** iPower Technologies is a growing IT Managed Services provider offering computer and network support to its nationwide base of clients. We have an immediate open position for a Tier 3 Support Technician that will provide remote support to its client base. This is an in-house position. This person knows the importance of white...
-
Helpdesk Tier 3
2 weeks ago
West Caldwell, United States Tgipower Llc Full time**Job Description: Helpdesk Tier 3** iPower Technologies is a growing IT Managed Services provider offering computer and network support to its nationwide base of clients. We have an immediate open position for a Tier 3 Support Technician that will provide remote support to its client base. This is an in-house position. This person knows the importance of...
-
IT Senior Engineer, Software
2 weeks ago
Berlin, United States Eversource Full timeIT Senior Engineer, Software (Hybrid) page is loaded IT Senior Engineer, Software (Hybrid) Apply locations Berlin, CT time type Full time posted on Posted Yesterday job requisition id R-024009 IT Senior Engineer, Software (Hybrid) This is a hybrid role. The first three months are fulltime in the office. Our Team This role will act as both the technical lead...
-
Senior Mechanical Engineer
2 months ago
New Berlin, United States International Staff Consulting Full timeThe Senior Mechanical Engineer executes more complicated tasks as they relate to the design of mechanical hardware for industrial robot automation projects. This position is responsible for taking conceptual design through to machine development in accordance with Gantt schedules and cost parameters. The Senior Mechanical Engineer is central to organizing...
-
Senior Mechanical Engineer
4 weeks ago
New Berlin, United States International Staff Consulting Full timeThe Senior Mechanical Engineer executes more complicated tasks as they relate to the design of mechanical hardware for industrial robot automation projects. This position is responsible for taking conceptual design through to machine development in accordance with Gantt schedules and cost parameters. The Senior Mechanical Engineer is central to organizing...
-
Senior Engineer, Telecommunications
3 weeks ago
Berlin, United States Eversource Energy Full timeThis is a hybrid role. The first three months are full time in the office. Job Summary: The Senior Engineer is responsible for the Fiber Optic network design, engineering, and execution of projects that provide communication infrastructure and services to the company. The Senior Engineer is responsible for generating detailed engineering designs and...
-
Senior Mechanical Engineer
4 weeks ago
New Berlin, United States Lincoln Search Consultants Inc Full timeThe Senior Mechanical Engineer executes more complicated tasks as they relate to the design of mechanical hardware for industrial robot automation projects. This position is responsible for taking conceptual design through to machine development in accordance with Gantt schedules and cost parameters. The Senior Mechanical Engineer is central to organizing...
-
Senior Mechanical Engineer
4 weeks ago
New Berlin, United States Lincoln Search Consultants Inc Full timeThe Senior Mechanical Engineer executes more complicated tasks as they relate to the design of mechanical hardware for industrial robot automation projects. This position is responsible for taking conceptual design through to machine development in accordance with Gantt schedules and cost parameters. The Senior Mechanical Engineer is central to organizing...
-
Senior Mechanical Engineer
19 hours ago
New Berlin, United States Automationtechies Full timeJob DescriptionJob DescriptionSenior Mechanical Engineer – New Berlin, WIAre you a skilled Mechanical Engineer with a passion for designing and developing complex automation machinery and robotic systems? Are you eager to work on cutting-edge projects and be part of a collaborative team in the automation industry? If so, we have an exciting opportunity for...
-
Electrical Engineer Level 3
2 months ago
West Palm Beach, United States Butler America Full timeElectrical Engineer Location: West Palm Beach, FL (33407) 6 months Description: Detail oriented engineer with experience in the design of cables and harnesses for high reliability applications in harsh environments. AutoCAD required. The engineer shall work under the direction of a design lead, and create cable and harness assembly designs using MIL-SPEC...
-
Electrical Engineer Level 3
2 weeks ago
West Palm Beach, United States Butler America Full timeElectrical Engineer Location: West Palm Beach, FL (33407) 6 months Description: Detail oriented engineer with experience in the design of cables and harnesses for high reliability applications in harsh environments. AutoCAD required. The engineer shall work under the direction of a design lead, and create cable and harness assembly designs using MIL-SPEC...
-
Electrical Engineer Level 3
2 months ago
West Palm Beach, United States Butler America Full timeElectrical Engineer Location: West Palm Beach, FL (33407) 6 months Description: Detail oriented engineer with experience in the design of cables and harnesses for high reliability applications in harsh environments. AutoCAD required. The engineer shall work under the direction of a design lead, and create cable and harness assembly designs using MIL-SPEC...
-
Electrical Engineer Level 3
4 weeks ago
West Palm Beach, United States Butler America Full timeElectrical Engineer Location: West Palm Beach, FL (33407) 6 months Description: Detail oriented engineer with experience in the design of cables and harnesses for high reliability applications in harsh environments. AutoCAD required. The engineer shall work under the direction of a design lead, and create cable and harness assembly designs using MIL-SPEC...
-
Senior Mechanical Engineer
1 month ago
New Berlin, United States Viking Masek Robotics and Automation LLC Full timeJob DescriptionJob DescriptionPRIMARY PURPOSE: The Senior Mechanical Engineer position executes more complicated tasks as they relate to the design of mechanical hardware for industrial robot automation projects. This position is responsible for taking conceptual design through to machine development in accordance with Gantt schedules and cost parameters....
-
Senior Mechanical Engineer
4 weeks ago
New Berlin, United States Viking Masek company Full timePRIMARY PURPOSE: The Senior Mechanical Engineer position executes more complicated tasks as they relate to the design of mechanical hardware for industrial robot automation projects. This position is responsible for taking conceptual design through to machine development in accordance with Gantt schedules and cost parameters. The Sr. ME is central to...
-
Senior Mechanical Engineer
4 weeks ago
New Berlin, United States Viking Masek Robotics and Automation LLC Full timeJob DescriptionJob DescriptionPRIMARY PURPOSE: The Senior Mechanical Engineer position executes more complicated tasks as they relate to the design of mechanical hardware for industrial robot automation projects. This position is responsible for taking conceptual design through to machine development in accordance with Gantt schedules and cost parameters....
-
Senior Mechanical Engineer
4 weeks ago
New Berlin, United States Viking Masek company Full timePRIMARY PURPOSE: The Senior Mechanical Engineer position executes more complicated tasks as they relate to the design of mechanical hardware for industrial robot automation projects. This position is responsible for taking conceptual design through to machine development in accordance with Gantt schedules and cost parameters. The Sr. ME is central to...
-
Engineer Senior
2 weeks ago
West Greenwich, United States Hiring Now! Full timeOur client is currently seeking a Engineer Senior This engineering position supports manufacturing activities associated with manufacturing process equipment This job will have the following responsibilities: Must Haves: 1. 4 to 6 years Engineering and technical background on process equipment in pharmaceutical industry 2. Local to Rhode Island 3. No work...
-
IT Senior Engineer, Software
2 weeks ago
Berlin, United States Eversource Energy Full timeIT Senior Engineer, Software (Hybrid) This is a hybrid role. The first three months are fulltime in the office. Our Team This role will act as both the technical lead and a hands-on developer supporting the Supply Chain, Real Estate, and Facilities product line at Eversource. The software engineer will be actively involved in the entire lifecycle of products...
-
IT Senior Engineer, Software
1 month ago
Berlin, United States Eversource Full timeIT Senior Engineer, Software (Hybrid) This is a hybrid role. The first three months are fulltime in the office. Our Team This role will act as both the technical lead and a hands-on developer supporting the Supply Chain, Real Estate, and Facilities product line at Eversource. The software engineer will be actively involved in the entire lifecycle of products...