Helpdesk Engineer

Come work with the #1 Best Place to Work company as awarded by the Boston Business Journal! We have an immediate opening for a Help Desk Engineer to serve as the first point of contact for all technical issues with our customers.

Some responsibilities include but not limited to:

• Serves as a first point of contact for all technical support issues
• Provides technical support to resolve network issues, configuring operating systems, as well as remote desktop connections to provide immediate support to customer end users
• Diagnoses and troubleshoots software and hardware problems; helps customers install applications and programs
• Provides knowledge of IT/IS technology in a productive environment
• Monitors ticketing system and ensures tickets are addressed in a timely fashion
• Performs preventative maintenance for customers including server updates, checking backups, anti-virus and application maintenance
• Provides remote support to customers over the phone using remote assist tools
• Assists in maintenance of servers, as well as all applications in use by customers
• Delivers a high level of customer service responding to customers quickly and comprehensively
• May triage between customers and vendors to assist in resolving customer issues with hardware, software, communications (networks/ISP’s), phone systems, PDA’s, and desktop applications
• Completes timesheets, separating billable hours from non-billable hours
• Balances high volume of requests/issues with a sense of urgency, tact and diplomacy while meeting deadlines/expectations
• Assumes flexibility with rotating schedules providing on-call support, as assigned
• Applies technical knowledge and systems/software expertise to identify root cause of issues and responding and articulating solutions
• Collaborates with teammates to further develop self-knowledge of technology while also supporting teammates to meet or exceed customer solutions
• Tracks requests and solutions, delivering metrics, establishing trends and outliers, delivering standard reports for management review periodically
• Addresses customer needs and concerns appropriately and promptly, escalating tickets to the appropriate team member as needed
• Participates in external and internal meetings to provide technical expertise, as needed
• All other duties, as assigned

Skills:

• Level 1 & 2 help desk experience required
• Strong knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and Dell
• Experience with LAN, WAN, and WLAN technologies
• Knowledge in implementation and troubleshooting network devices
• Configures and troubleshoots VPNs for end user access
• Technical knowledge of storage, virtualization, and compute across multiple vendors
• Experience working with diverse environments
• Demonstrated positive and professional interpersonal skills, as well as strong written and verbal communications skills
• Exceptional customer relations skills to engage and service customers effectively based on the company’s values
• Strong organizational, multi-tasking, detail-oriented and time management skills
• Consistently maintains a high attention to detail
• Works independently and collaboratively to resolve problems and manage demands on time and deliverables
• Strong documentation skills
• Adaptability to changing priorities, as needed
• Positive teamwork skills
• Maintains a high level of confidentiality, professionalism and a courteous demeanor

Experience and Education:

• 2+ years of experience working in network administration or a Help Desk role with a Managed Services Provider
• Experience with Microsoft Office 365
• Industry technical certifications, a plus (Microsoft Office, Cisco Network Systems, VMware, and diverse networking environments, such as Dell and HP)
• High School Diploma or college courses/certificates in related field (business, computer science, information technology)

Competencies:

• Self-motivated and self-directed
• Active listener with the ability to engage customers to identify issues and deliver solutions
• Dedication to Total Quality Management
• Leading through systems and technology
• Technical learning
• Problem-solving
• Priority setting to be nimble, responsive, and results-oriented
• Customer focus with strong interpersonal skills