BPO - Service Desk Engineer 2 (Hybrid Setup)

About the role: Service Desk Engineers work as part of our Technical Engineering Center (TEC) in providing remote technical support to customers in a 24X7X365 environment. In this position, you’ll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount!

What you’ll do:

• Provide telephone/email technical troubleshooting support to the entire customer base of about 1,000 small-medium sized businesses. Our customers require IT support ranging from supplemental support to total IT management.

• Perform advanced troubleshooting and resolving various technical issues related to computer hardware and software problems.

• Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.

• Log accurate and detailed case notes within the ticketing system.

• Serve as technical escalation point of contact for Level 1 Service Desk Engineers.

• Recognize, predict, and communicate potential issues and possible failure points in client systems and processes.

• Configure and troubleshooting end user issues related to the following technologies: Windows Server, Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, and Microsoft Office Applications.

• Following up on open tickets, keeping the clients informed of any updates to their tickets along the way.

• Keep client documentation up to date as needed.

What skills and experience you’ll need:

• A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry.

• Strong technical aptitude and advanced hands-on experience with the following technologies: Windows Server, Exchange Server, Active Directory, Firewalls, DNS, DHCP, VMWare, Microsoft 365, Microsoft Office Application and Microsoft Office; hands on experience with Citrix, Mac’s, and Small Business Server preferred.

• Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues.

• The ability to diffuse potentially difficult situations with angry or unpleasant clients on a regular basis.

• Sound judgement and decision-making skills to be able to independently make decisions that affect customers without always being able to consult with a supervisor.

• The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment.

• The capability to perform a variety of duties, often changing from one task to another of a different nature.

• Can maintain concentration and focus in a collaborative, open work environment; working within close proximity to peers with varying noise levels and interruptions. 

• A strong attention to detail so work is accurate and complete. 

• The availability to work flexible hours, which may include night shifts and/or weekends.

• A Bachelor's Degree in a related field preferred.

• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional.