[Remote] Service Desk Engineer
Note: The job is a remote job and is open to candidates in USA. NexusTek is a dynamic IT company offering remote work opportunities. They are seeking a Service Desk Engineer to provide technical support, troubleshoot issues, and enhance client technology efficiencies in a fast-paced environment.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance and provide exceptional technical support via phone, email, and chat to clients, maintaining high levels of customer satisfaction
- Troubleshoot, diagnose, and resolve Tier 1 technical issues related to hardware (e.g., printers, computers, peripherals) and common software applications
- Resolve issues in Citrix environments or Virtual Desktop Infrastructure (VDI), such as user sessions, performance concerns, and software access problems
- Log all technical issues and incidents in the ConnectWise ticketing system and update cases with detailed, comprehensive notes until issue is resolved
- Ensure accurate documentation of client environments, issue resolution steps, and time/expense tracking
- Understand ticket priority and criticality and direct unresolved issues to the next level of support personnel
- Exhibit strong time management skills, ensuring that customer requests are handled promptly while meeting deadlines and maintaining high-quality service
Skills
- Proactive and independent technical expert who performs a variety of tier I and tier 2 technical support responsibilities, requiring a thorough working knowledge of information technology and remote desktop support
- Skilled communicator on all levels and dedicated to providing top-notch customer service
- Meticulous attention to detail shown through timekeeping, documentation, execution of the technical work
- Serve as the first point of contact for customers seeking technical assistance and provide exceptional technical support via phone, email, and chat to clients, maintaining high levels of customer satisfaction
- Troubleshoot, diagnose, and resolve Tier 1 technical issues related to hardware (e.g., printers, computers, peripherals) and common software applications
- Resolve issues in Citrix environments or Virtual Desktop Infrastructure (VDI), such as user sessions, performance concerns, and software access problems
- Log all technical issues and incidents in the ConnectWise ticketing system and update cases with detailed, comprehensive notes until issue is resolved
- Ensure accurate documentation of client environments, issue resolution steps, and time/expense tracking
- Understand ticket priority and criticality and direct unresolved issues to the next level of support personnel
- Exhibit strong time management skills, ensuring that customer requests are handled promptly while meeting deadlines and maintaining high-quality service
- Hands-on experience in the following technologies: Citrix and VDI, Hardware and Software, Active Directory/M365 Administration & User Management, Windows & Remote Access, Microsoft O365, Networking, End-User Support, Hardware/Software Management
- One or all of the following certifications is highly desirable: CompTIA A+ and Network+, Microsoft 365 and Windows Server Certifications (e.g., MS-900, MD-102, AZ-900, AZ-140, AZ-800 and 801), Citrix Certified Associate – Virtualization (CCA-V) or Citrix Certified, ITIL Foundation
Benefits
- Four weeks of annual accrued PTO
- Seven paid national holidays
- Medical, dental, vision options
- Company-paid life insurance, short and long-term disability
- Voluntary benefits such as critical illness and accident
- Voluntary Legal Shield and identity theft protection
- Discretionary annual 401k match plan
- Generous employee referral bonus plan
- Employee Assistance Program
- Access to over 90,000+ courses in ADP My Learning
- StandOut employee engagement tools
- Eligible to apply for a Pluralsight license
- Eligible to apply for NexusTek Technical Academy or Leadership Academy
Company Overview
Company H1B Sponsorship