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