Job Description
Job Description
Benefits :
- 401(k) matching
- Dental insurance
- Employee discounts
- Health insurance
- Paid time off
- Vision insurance
Are you a help desk / network / server engineer looking for an exciting new opportunity? Are you ready to be a part of a growing MSP? Want to be part of a team? Then we want you! We are looking for customer-centric engineers who have experience in the area of Microsoft desktops and servers. This role can grow with the company. Help desk experience is important but your biggest attribute should be the love of helping people and delivering great service. Your primary responsibility will be in a reactive role, resolving end user issues and tracking resolution and time in the ticketing system. You may be asked to go to a customer's site from time to time. In this role you may inherit certain oversight and team leadership functions as assigned by management.
This position is NOT a remote position. We require all employees to come in to the office (M-F)Job Summary
We are seeking a knowledgeable Tier 3 Help Desk Technician to join our team. The Tier 3 Technician is a reactive role. This position primarily servers as an escalation point and is responsible for service requests from customers, rendering assistance to completion of tickets where necessary. You will also assist colleagues by assisting in the ticket triage process. Your role is vital to the smooth operation of our company and allowing us to reach our business goals. The ideal candidate has strong technical skills as well as excellent customer service and communication skills.
Responsibilities
Provide a great customer experience for every person you interact withServe in a Tier 3 escalation capacityPerform both onsite and remote technical servicesPerform or manage technical projects at a high level from concept to production as assignedProvide trouble resolution per service requests assignedApply Standard Troubleshooting MethodologyImplement workarounds if immediate resolution is not availableManage and assist the NOC and SOC teams with tickets as requestedProvide strong communication skills for client and team interactionEnsure documentation remains up to dateEscalate issues to Solutions Team Lead as necessaryAssist and / or perform project work as requestedAccount for daily time via time records, timesheets, and maintain weekly utilization of 75% or higherAbility to mentor lover-level engineers and offer technical guidance and collaboration on advanced issuesQualifications
A bachelors degree in Computer Science or at least 5 years of related experience is requiredPrevious experience at MSP is preferred but not requiredBroad range of technical expertise is requiredStrong troubleshooting and analytical skillsAbility to work well as part of a teamStrong written and verbal communication skillsUnderstanding of data privacy and securityAt least 5 years experience in managing and supporting Microsoft servers and small business firewalls (SonicWall, Meraki, Cisco, Fortinet)At least 4 years experience in managing and supporting Microsoft Exchange, Office 365, One Drive, and SharepointAt least 5 years experience in Microsoft workstation operating systems and end users in a help desk and deskside capacityAt least 5 years experience in managing and supporting multiple network environmentsThorough understanding of TCP / IP and related servicesExperience with ticketing systems and remote management systemsExperience in Security and Multi Factor AuthenticationExperience in VOIP and IP TechnologyBenefits / Perks
Competitive CompensationCareer Growth OpportunitiesTwo Weeks Paid VacationMedical / Dental / Vision401KLife InsuranceShort Term Disability