Service Desk Engineer

Major Goals and Responsibilities:

· Provide remote technical support to clients over the phone using remote control tools

· Conduct onsite technical support at client location as needed

· Diagnose and resolve workstation, server and network infrastructure issues

· User account management Add/edit/disable accounts, setup new application users, etc.

· Troubleshoot backup, malware, virus and other technical challenges

· Help provision new laptops, desktops and mobile devices

· Work with application vendors in troubleshooting application errors

· Answer end user questions and remediate issues

· Possess the passion for providing great service and the desire to create Raving Fans

· Build solid, long-term relationships with team members and our clients

· Continue skills development; maintain proficiency in current technologies

Products and Services:

· Windows 10 & 11 and associated hardware platforms

· Windows Server 2012, 2016 & 2019 and associated hardware platforms

· VMware or Microsoft Hyper-V virtualization technologies

· Anti-virus, Anti-spam and Anti-spyware

· Backup and Recovery technologies

· Citrix and Microsoft Remote Desktop Services

· Firewalls, Routers and Managed Switches

· LAN / WAN / Wireless networking hardware and software technologies

· Systems Management Software (HP Insight Manager, Dell OpenManage)

Prerequisites:

· Real world experience in a network administration or help desk position

· Strong communication and interpersonal skills

· Strong analytical and organizational skills

· Desire to do what it takes to solve technical challenges

· Industry certifications from CompTIA, Microsoft, Cisco or VMware

· Minimum of a two-year college degree or equivalent experience

· Strong working knowledge of Workstation and Network Operating Systems, Network Applications and LAN / WAN / Wireless Technologies