Help Desk Engineer

Company: Simplegrid Technology, Inc.
Location: East Brunswick
Posted on: February 21, 2021

Job Description:

Job Description:The senior service desk engineer is responsible for handling support of escalated service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. The senior service desk engineer will also be managing the Simplegrid Toolset and be working on smaller projects on behalf of our clients.--Must be able to take a leadership role in promoting Simplegrid's core values and guidelines throughout the team.The right candidate will have worked for a Managed Services Provider (MSP) within the last three years and can hit the ground running in this role.Competitive Salary + Performance Based Bonuses, Benefits and Opportunities for career growth within the firm are available for prospective candidates.Basic Functions* Must understand the different elements of a network - workstations, servers, switches, firewalls, security, etc. and how they all interact with each other.* Act as an escalation point for the service desk team to troubleshoot and resolve complex issues.* Mentor the Service Desk team to improve their skills.* Advanced IT Support relating to technical issues involving core business applications and operating systems.* Support of disaster recovery and backup solutions.* Scripting of various tasks to automate them via our RMM tool.* Troubleshooting issues to determine root cause and implement permanent solutions.* Ensure that all work performed is documented in ConnectWise; this must be done in a timely, accurate and detailed manner.* Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.* 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 client's as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.Additional Duties and Responsibilities:* Improve customer service, perception, and satisfaction.* Fast turnaround of customer requests.* Act as a technical escalation point for Service Desk Team.* Ability to work independently or as part of a group, including direction and implementation of projects from inception to completion.* 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.Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.* Advanced understanding of operating systems, business applications, printing systems, and network systems and how they interact with each other.* Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.* Experience supporting multiple clients concurrently.* Strong troubleshooting skills of technical issues.* Ability to multi-task and adapt to changes quickly.* Ability to work in a fast paced environment.* Must work well under pressure* Excellent attention to detail* Excellent oral and written communication skills.* Must have a passion for IT and a desire to continuously learn.* Must be willing to be held accountable for tasks and deadlines assigned.* Must have a strong proficiency in using ConnectWise Manage and a RMM tool.--Kaseya VSA is preferred, however expertise in any RMM tool is acceptable.* Strong experience working with Meraki Access Points and Switches.* Must have strong experience with Datto Backup/Disaster Recovery Devices.* Experience using Duo, MaaS360, OpenDNS, ITGlue, Auvik a strong plus.* Must have strong experience working with basic scripting.* Technical awareness: ability to match resources to technical issues appropriately.* Service awareness of all organization's key services for which support is being provided.* Understanding of support tools, techniques, and how technology is used to provide services.* Typing skills to ensure quick and accurate entry of service request details.* Strong leadership potential and a desire to develop as a leader.* Current certifications with Microsoft and other relevant vendors a strong plus.Educational/Vocational/Previous Experience Recommendations:* BA/BS, preferably in computer science or a related field.* 5 years of IT or related experience.Benefits:* Competitive salary based on experience and qualifications* Performance based bonus plan* Health, Vision, and Dental Benefits* 401K

Keywords: Simplegrid Technology, Inc., East Brunswick , Help Desk Engineer, Engineering , East Brunswick, New Jersey