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Service Desk Engineer II

2 months ago

Boston, United States CMIT Solutions of Boston|Cambridge Full time
Job DescriptionJob DescriptionSalary: $55k-$70k-$90k

CMIT Solutions of Boston | Cambridge is the premier IT services franchise in the US. Our goal is to be the preferred IT business partner of small to medium sized businesses by offering technical leadership and services to our customers with a focus on providing innovative solutions and delivering exceptional customer service.

Position: SERVICE DESK ENGINEER II
CMIT Solutions is seeking a knowledgeable Help Desk Engineer to support, participate and guide the efforts of our technical team as our business grows and we expand the services we offer to our clients. Applicants with MAC expertise strongly encouraged to apply.

 

The Service Desk Engineer II will provide Level 1 support to end-users through the department's telephone support line, including software setup, configuration and troubleshooting. Provide coordination and communication of Service Desk and Network Operations Center resources and coordinate site visits with end user site management. Manage ticket escalations and production crisis situations of client systems.

 

The best candidates for this position will have good verbal and written communication skills. You will be interacting with a wide variety of clients for whom technical jargon is not their primary language. You must be able to effectively explain technical issues, solutions and status to clients in a manner that they understand and appreciate.



Core Duties & Responsibilities

  • Serve as the first point of contact for technical support issues
  • Provide remote support and troubleshooting of client desktop, server, and network problems
  • Utilize stored information and documentation to help resolve issues
  • Research outstanding users issues and document resolutions to users issues
  • Prioritize and escalate problems within given guidelines
  • Triage calls to appropriate groups if call cannot be resolved at level 1
  • Occasional after hours and weekend work to cover On Call responsibility.
  • Work with Site support on specific site support issues and procedures.
  • Perform other duties as assigned by management.

 


Experience & Skills Requirements

  • Ability to multitask and prioritize work requirements
  • Ability to take initiative and manage time effectively
  • Ability to work effectively both as a team member and independently.
  • Ability to project a positive service attitude
  • Ability to be flexible, versatile and adaptable in day to day activities conducted in a multi-site environment.
  • Strong analytical and problem-solving skills
  • Excellent interpersonal and communication skills
  • Knowledge of supported software packages: MS Office, Exchange
  • Expert knowledge of Network Operating Systems: Windows Server 2003, 2008 and 2012. Windows XP, 7 and 8
  • Knowledge of printers
  • Knowledge of basic data communications networking equipment, including hubs, routers and cabling infrastructure
  • Knowledge of LAN and internetworking protocols: TCP/IP

 

 

Qualifications

  • A Bachelor's degree in a related area or 0-2 years of experience in the field or in a related area is preferred.
  • 2+ years of prior experience in Customer Service, phone experience preferred
  • Microsoft Certifications a plus
  • macOS and iOS devices experience
  • Hands on PC and Macintosh experience