L1 Service Desk Engineer-Dispatcher
SUMMARY
The Help Desk Engineer will be a primary resource for “level 1” monitoring/technical support of the company customers. Inbound technical support (service desk) for managed service clients is a primary responsibility. This role is also responsible for assisting in the daily dispatch of service requests by both monitoring and managing incoming client requests. This includes the assignment of service tickets, escalations, status updates along with client and staff follow up.
Basic troubleshooting skills and familiarity with Windows Operating systems and maintenance principles is a must. Experience with hands-on support, focused on routine technical support and proactive management/maintenance of systems is also key. This position is external customer facing, so communication and customer service skills are extremely important. A successful Help Desk Engineer will become a valuable and contributing part of the company culture with opportunity for growth.
JOB RESPONSIBILITIES
Support the company and external customers with:
Inbound customer support requests
Systems administration
Systems monitoring and maintenance
Internal IT/company systems support
Management of MSP platform(s), including automation and maintenance policies
Communicate with clients and staff to effectively schedule service tickets
Maximize schedule efficiency and effectiveness of technical support staff
Review/prioritize support requests.
Accurate time tracking/accounting
Stay current with emerging technologies and products
Availability on a scheduled basis for possible off-hours and/or on-call assignments
Other duties aligned with skillset, as directed by the company
QUALIFICATIONS
Knowledge of cybersecurity concepts
Troubleshooting, problem solving, and analytical skills (including root-cause determination)
Excellent verbal and written communication skills
Associates degree or experience in Computer Science, Engineering, or combination of education and experience
Basic IT ticket work experience (ConnectWise experience a plus)
Technical Requirements
Operating systems (Windows Server and Desktop, Apple and VMware vSphere/ESXi)
Microsoft infrastructure (Active Directory, file/print, remote desktop, SharePoint, Teams, OneDrive, Microsoft 365)
Basic network plant
Basic network/data link
Basic network application services
Storage/data protection (backup and disaster recovery)
Security (managed anti-malware, OS and 3rd party patching)
Email (Microsoft 365 support and anti-spam/anti-virus)
JOB REQUIREMENTS
Should be willing to accept a long-term work-from-home arrangement.
Should be amenable to a permanent night shift schedule