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Senior Service Desk Engineer

Company: Simplegrid Technology, Inc.
Location: East Brunswick
Posted on: February 24, 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 , Senior Service Desk Engineer, Engineering , East Brunswick, New Jersey

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