IT Help Desk Engineer

5 months ago

Seattle, United States HIKINEX Full time

Position: IT Help Desk Engineer

Job Description:

We are seeking for an IT Help Desk Engineer who will be responsible for remote and on-site support needs for managed services customers. This involves all technology, including workstations, servers, cloud services, printers, networks, and vendor-specific hardware and software. You will work with senior technical colleagues and account managers to handle escalation requests, facilitate ongoing maintenance, and assist with improvement projects.

Basic Functions:

  • IT support for client business applications and operating systems.
  • IT support for Microsoft technologies: Windows Server, Exchange, SharePoint, Microsoft 365, Teams/Phone System, Azure, etc.
  • Support backup and disaster recovery solutions, especially initiating restores.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Implement and support remote access solutions: VPN, Terminal Services, Windows 365, Azure WVD, ConnectWise Control.
  • Monitor help desk and remote management system alerts and respond through service tickets.
  • Document maintenance for all computer systems and network infrastructure.
  • Communicate with customers as required, keeping them informed of incident progress, changes, or agreed outages.

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction.

  • Ensure fast turnaround of customer requests.

  • Work effectively in a team and communicate well.

  • Ensure requests are routed to the proper resource for quick resolution.

  • Escalate service requests requiring more senior support.

  • Enter time and expenses as they occur.

  • Understand processes by completing assigned training materials.

  • Enter all work on service tickets.

Knowledge, Skills, and/or Abilities Required:

  • Advanced understanding of Microsoft operating systems, common business applications, printing systems, and network systems.
  • Strong interpersonal skills: video & telephony skills, communication skills, active listening, and customer care.
  • Diagnosis skills for technical issues.
  • Ability to multi-task and adapt quickly to changes.
  • Technical awareness to match resources to technical issues appropriately.
  • Service awareness of key IT services provided.
  • Understanding of support tools and techniques used to provide services.
  • Typing skills for quick and accurate entry of service request details.
  • Self-motivated and able to work in a fast-moving environment.

Opportunity:

  • Work for a growing Managed IT Services company in the Greater Seattle & Greater Austin areas.
  • Support the core network of small to midsized firms using Microsoft local and cloud applications.
  • Be part of a company that allows you exposure to a variety of different challenging issues on a daily basis.
  • Maintain work-life balance in a flexible environment that values both personal and professional success.
  • Receive competitive benefits for your hard work and dedication.
  • Enjoy opportunities for pay growth and upward mobility as the company continues to expand.

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