Help Desk Engineer

2 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 levelSome responsibilities include but not limited to:Serves as a first point of contact for all technical support issuesProvides technical support to resolve network issues, configuring operating systems, as well as remote desktop connections to provide immediate support to customer end usersDiagnoses and troubleshoots software and hardware problems; helps customers install applications and programsMonitors ticketing system and ensures tickets are addressed in a timely fashionPerforms preventative maintenance for customers including server updates, checking backups, anti-virus, and application maintenanceDelivers a high level of customer service responding to customers quickly and comprehensivelyAssumes flexibility with rotating schedules providing on-call support nights, weekends and holidays, as assignedCollaborates with teammates to further develop self-knowledge of technology while also supporting teammates to meet or exceed customer solutionsTracks requests and solutions, delivering metrics, establishing trends and outliers, delivering standard reports for management review periodicallyAll other duties, as assignedSkills:Level 1 & 2 help desk experience requiredKnowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and DellKnowledge in implementation and troubleshooting network devicesConfigures and troubleshoots VPNs for end user accessTechnical knowledge of storage, virtualization, and compute across multiple vendorsDemonstrated positive and professional interpersonal skills, as well as strong written and verbal communications skillsExceptional customer relations skills to engage and service customers effectively based on the company's valuesStrong organizational, multi-tasking, detail-oriented and time management skillsWorks independently and collaboratively to resolve problems and manage demands on time and deliverablesStrong documentation skillsPositive teamwork skillsMaintains a high level of confidentiality, professionalism and a courteous demeanorExperience and Education:3+ years of experience working in network administration or a Help Desk role with a Managed Services ProviderExperience with Microsoft Office 365Industry technical certifications a plusHigh School Diploma or college courses/certificates in related field (business, computer science, information technology)#J-18808-Ljbffr

by Jobble


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