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 with
Serve in a Tier 3 escalation capacity
Perform both onsite and remote technical services
Perform or manage technical projects at a high level from concept to production as assigned
Provide trouble resolution per service requests assigned
Apply Standard Troubleshooting Methodology
Implement workarounds if immediate resolution is not available
Manage and assist the NOC and SOC teams with tickets as requested
Provide strong communication skills for client and team interaction
Ensure documentation remains up to date
Escalate issues to Solutions Team Lead as necessary
Assist and/or perform project work as requested
Account for daily time via time records, timesheets, and maintain weekly utilization of 75% or higher
Ability to mentor lover-level engineers and offer technical guidance and collaboration on advanced issues
Qualifications
A bachelor’s degree in Computer Science or at least 5 years of related experience is required
Previous experience at MSP is preferred but not required
Broad range of technical expertise is required
Strong troubleshooting and analytical skills
Ability to work well as part of a team
Strong written and verbal communication skills
Understanding of data privacy and security
At 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 Sharepoint
At least 5 years experience in Microsoft workstation operating systems and end users in a help desk and deskside capacity
At least 5 years experience in managing and supporting multiple network environments
Thorough understanding of TCP/IP and related services
Experience with ticketing systems and remote management systems
Experience in Security and Multi Factor Authentication
Experience in VOIP and IP Technology
Benefits/Perks
Competitive Compensation
Career Growth Opportunities
Two Weeks Paid Vacation
Medical/Dental/Vision
401K
Life Insurance
Short Term Disability