Help Desk Engineer

4 weeks ago

Boston, United States Focus Technology Solutions Full time

We're looking to expand our Help Desk team with a dynamic, self starter to serve as the first point of contact for technical issues with our customers.

Our Managed Services practice offers a full range of services, whether a client has an existing IT department that is looking to offload certain IT functions, or if a client needs a full-service IT department to manage it all, we've got them covered. Inquire today about this exciting opportunity to take your career to the next level

Some responsibilities include but not limited to:

  • Serves as a first point of contact for all technical support issues
  • Provides technical support to resolve network issues, configuring operating systems, as well as remote desktop connections to provide immediate support to customer end users
  • Diagnoses and troubleshoots software and hardware problems; helps customers install applications and programs
  • Monitors ticketing system and ensures tickets are addressed in a timely fashion
  • Performs preventative maintenance for customers including server updates, checking backups, anti-virus, and application maintenance
  • Delivers a high level of customer service responding to customers quickly and comprehensively
  • Assumes flexibility with rotating schedules providing on-call support nights, weekends and holidays, as assigned
  • Collaborates with teammates to further develop self-knowledge of technology while also supporting teammates to meet or exceed customer solutions
  • Tracks requests and solutions, delivering metrics, establishing trends and outliers, delivering standard reports for management review periodically
  • All other duties, as assigned

Skills:

  • Level 1 & 2 help desk experience required; level 3 is a plus
  • Knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and Dell
  • Knowledge in implementation and troubleshooting network devices
  • Configures and troubleshoots VPNs for end user access
  • Technical knowledge of storage, virtualization, and compute across multiple vendors
  • Demonstrated positive and professional interpersonal skills, as well as strong written and verbal communications skills
  • Exceptional customer relations skills to engage and service customers effectively based on the company's values
  • Strong organizational, multi-tasking, detail-oriented and time management skills
  • Works independently and collaboratively to resolve problems and manage demands on time and deliverables
  • Strong documentation skills
  • Positive teamwork skills
  • Maintains a high level of confidentiality, professionalism and a courteous demeanor

Experience and Education:

  • 3+ years of experience working in network administration or a Help Desk role with a Managed Services Provider
  • Experience with Microsoft Office 365
  • Industry technical certifications a plus
  • High School Diploma or college courses/certificates in related field (business, computer science, information technology)
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