Helpdesk Engineer

Full-Time

Exempt

Why Entech?

Entech is a rapidly growing Managed IT Support Services organization looking for talented individuals to join our team

With over 25 years of enabling people to do what matters, Entech has developed a culture where we do what is right, we win as a team, and we build and value great relationships with our employees, clients, and the community. Being part of Entech means you become part of our family where we strive to provide you opportunities for growth, fun environments, team building, and of course, technology. With multiple offices throughout Southwest Florida in Fort Myers, Naples, and Bradenton, we invite you to become part of our tradition of doing what matters and look forward to your application

Position Summary

The Intake Engineer is responsible for intaking new customer service requests, scheduling service requests, setting an expectation of service, and working FAST tickets. Setting an expectation of service communicates the priority and timeframe the service ticket is scheduled for. This role is responsible for the response SLA on service requests and resolution SLA for FAST tickets. This role rotates between answering phones / resolving FAST tickets and dispatching service requests throughout the day.

Essential Duties and Responsibilities

• Answer incoming phone calls and create service requests.
• Responsible for response SLA for incoming service requests.
• Manage and update agent status in the call center software.
• Manage current and future incoming service request methods.
• Perform FAST tickets (password reset, account unlock, email maintenance).
• Manage and update assigned tickets to achieve SLA goals for FAST tickets.
• Dispatch / schedule service requests to service engineers.
• Set service expectation for all incoming service requests.
• Monitor phone and ticket dashboard service metrics and respond.
• Work patiently with clients at all levels of experience and technical knowledge.
• Assist with new equipment preparation.
• Identify areas for improvement and make constructive suggestions for change.
• Enter all work as activities, service tickets, or project tickets into professional service application.
• Document internal processes and procedures related to duties and responsibilities.

Technical Skills

• Required:
• Ability to type proficiently
• Preferred:
• Experience managing active directory
• Basic knowledge of email platforms
• Office 365 experience

Required Skills and Abilities

• Comprehensive knowledge of information systems technology subjects and extensive knowledge of hardware and software with the ability to keep abreast of new technologies.
• Ability to read and interpret documents, write routine reports and correspondence, and speak effectively in English.
• Ability to perform basic math computations.
• Ability to apply common sense and understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to maintain composure and handle stressful situations.
• Must be detail oriented, organized, multi-task oriented and possess excellent communication skills.

Education and Experience

• High School Diploma or GED (Two years college or equivalent work experience preferred).

Certifications and Licenses

• Preferred
• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP.

Benefits:
Free Medical Insurance
Additional Employer Paid Medical Options
Fully Vested 401(k) Match
Flexible Time Off (an unlimited amount of paid time off days)
Free $10,000 Life Insurance Policy
Six Paid Holidays – PLUS Black Friday
Flexible Schedule Options
Fun Employee Events – Yearly Culture Building Events

Options available for dental, vision, accident, hospital, short term disability, long term disability, and additional life insurance.

Entech is an Equal Opportunity Employer. Entech participates in E-verify for all employees.

This position requires the passing of a level 2 background check as well as a pre-employment drug screening. A valid driver’s license is required for this position.