Tier II Service Desk Engineer

Duties

• Provide support for technical issues, troubleshoot hardware and software problems, and resolve issues promptly
• Document all interactions, issues, and resolutions in our ticketing system
• Communicate effectively with clients, providing updates and following up to ensure top-notch client satisfaction
• Conduct regular system maintenance and updates for clients to ensure optimal performance and security
• Aid with client onboarding and standardization projects as directed by project leads
• Develop and maintain documentation, such as knowledge base articles, to help streamline the support process and assist other team members
• Facilitate client training sessions on software applications and IT systems to enhance their productivity and understanding
• Perform data backup and recovery operations for clients as needed
• Participate in regular team meetings to discuss ongoing issues, updates, and team progress
• Engage in root cause analysis for recurring issues, developing long-term solutions to minimize their occurrence
• Maintain a high level of technical knowledge and skills, keeping up with new industry trends and technologies

Qualifications

• 4+ years of experience in an IT service desk role or similar
• Prior experience at a managed service provider is a plus and critical to understand the fast-paced nature of the industry
• Experience with Microsoft 365, Azure Active Directory, Intune, or other RMM agents
• A client-oriented approach with a passion for delivering high-quality customer service
• A self-starter who is eager to expand their qualifications
• A high level of attention to detail
• Excellent verbal and written communication skills
• An IT related degree and/or certifications (Cisco, A+, Network+, Microsoft, or equivalent)

Benefits

• 401K Company Match – 4%
• Health Insurance Premiums 100% Company Paid
• PTO - 80 Hours Per Year (Year 1)
• Company Paid for Options for Continued Education, Certifications, & Trainings

Technology Stack

• Helpdesk / Ticketing – HaloPSA
• Documentation – Hudu
• RMM – Intune / Immybot
• Networking – Meraki
• Email/Calendar/Voice/AD – Microsoft 365
• Security Cameras – Rhombus
• Door Access – Avigilon Alta

Core Values

• Dream Big, Then Make it Real
• Client Driven Results
• Own Your Progress
• We Do It Right…even when no one’s watching. Period.

Pay

Competitive salary and benefits package

Schedule

Flexible work schedule to accommodate your needs