Ideal candidate will typically have 2-5 yearsrsquo service desk experience at a MSP Provide excellent customer service Culture fit MUST HAVES Office 365--Experience with using and troubleshooting OutlookO365 and Office applications within a network environment (permissions, calendar sharing, delegation, administration) Automate Labtech Monitoring Tools--All MSPrsquos use this tool. Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets. Any Service Ticketing System-Any Service ticketing system such as Remedy, Zendesk, TrackIT will work. Prosum uses ConnectWise. Active Directory Job Overview The Help Desk Engineer is a Tier-2 technical position within Prosum's Managed Services division. The Help Desk Engineer is responsible for handling first and second level support of service requestsincidents in a professional and timely manner. This relates to all technology, to include workstations, servers, printers, networks, operating systems and vendor specific hardware and software. Basic Functions IT Support relating to technical issues involving Microsoftrsquos core business applications and operating systems. Support of disaster recovery solutions. Basic technical support at the network level WAN and LAN connectivity, routers, firewalls, and security. Basic remote access solution implementation and support VPN, Terminal Services, and Citrix. Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets. System documentation maintenance and review in ConnectWise. Communication with customers as required keeping them informed of incident progress, notifying them of impending changes, and agreed outages. Duties and Responsibilities Maintain a high degree of customer service for all support incidents and adhere to all service management principles. Improve customer service, perception, and satisfaction. Fast turnaround of customer requests while meeting or exceeding SLA metrics. Ability to work in a team and communicate effectively. Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently. Escalate service requests that require engineer level support. Responsible for entering time and expenses in ConnectWise as they occur. Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University. Enter all work as service tickets in ConnectWise Document all incidents into our ticketing system Adhere to Standard Operating Procedures located in our Knowledge Base Respond to phones and be proactive in our ticketing system Resolve issues through client interaction occasionally andor using remote support tools riage issues to determine appropriate escalation Educational, Qualifications and Skills Bachelorrsquos Degree in Computer Science or Information Systems preferred Microsoft certification highly desirable 2-5 years of experience in IT with emphasis in the Managed Services field, working in a structured support environment including managing support tickets, diagnostics, escalation routines, and issue resolution closure Experience with service desk management tools (AutomateLabtech, ConnectWise Manage, IT Glue) Familiar with standard desktop and server applications and backup software Strong knowledge of Microsoft based operating systems Windows 7 10 and with emphasis on Windows Server 2008 ndash 2016. Experience with using and troubleshooting OutlookO365 and Office applications within a network environment (permissions, calendar sharing, delegation, administration) Working knowledge of Active Directory and Exchange Servers Experienced in PC hardware set-up, imaging, configuration and troubleshooting Intermediate knowledge of network protocols, configurations, and maintenance. Working knowledge of server hardware - Dell, HP, etc. Advanced understanding of operating systems, business applications, printing systems, and network systems. Interpersonal skills such as telephony skills, communication skills, active listening and customer-care. Diagnosis skills of technical issues. Ability to multi-task and adapt to changes quickly. Self-motivated with the ability to work in a fast moving environment. Associated topics: front desk, help, information technology analyst, information technology support, support, support specialist, technical support, technician iii, technician iv, technology
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.