L2 Helpdesk Engineer

SUMMARY

The Service Desk Engineer II is part
of a team of engineers who are responsible for establishing good rapports with
clients and delivering reactive level 2 end user support and setting client
expectations per Service Level Agreements.

The Service Desk Engineer II - Hybrid - is
responsible for handling support of service requests in a professional and
timely manner at client locations. This relates to all technology, to include
workstations, servers, printers, networks, and vendor specific hardware and
software.

JOB RESPONSIBILITIES

Technical
Responsibilities:

• Provide remote
  support. Higher-level remote support may be needed with assistance from
  Engineers from our office.
  
• Log, document, and
  track incidents through ConnectWise Manage.
  
• Track and record time
  worked throughout the day within ConnectWise Manage accounting for at least 8
  hours daily.
  
• Monitor and hit weekly
  key performance indicators (KPIs).
  
• Provide detailed
  explanations to end users after completion of work and ensure they are
  satisfied.
  
• Provide phone and
  remote support from either our office or home office (with approval).
  
• Aid Professional
  Services team as assigned.
  
• Ability to pay close
  attention to detail while performing technically detailed tasks.
  
• Ability to deal
  effectively with stressful situations.
  
• Audit documentation
  & tool sets as outlined by Service Desk Lead.
  
• Take ownership of
  tickets, seeing them through to closure, escalating tickets and issues where
  necessary to level 2 or 3 Professional Services Engineers utilizing established
  escalation procedures.
  
• Diagnose and resolve a
  wide range of technical issues remotely over the phone.
  
• Prompt response time
  according to our SLA (Service Level Agreements) for all phone and service
  request tickets.
  
• Interact with third
  party vendors, ISP, Cloud Services to move issues towards completion.
  
• Occasionally assist
  with level 1 related items depending on Engineering availability.
  
• Other duties as
  assigned based on level 2 competency.
  

Non-Technical
Responsibilities:

• Consistently provide
  exceptional customer service in alignment with the company's values focused on
  communication and demonstrated through intentional action.
  
• Communicating
  problems, updating tickets, shift hand-off and follow-up activities with the
  Engineering Manager or Service Desk Lead.
  
• Must be able to work
  independently on issues and assignments and report daily progress to the
  Service Desk Lead and Dispatch.
  
• Collaborate and share
  information and ideas with other members of the Service Desk.
  
• Accurately translate
  client requests/issues to technical standards.
  
• Coordinate scheduling,
  service calls, and assignments with Dispatcher and Engineering Manager or
  Service Desk Lead.
  
• Diplomatically manage
  customer's expectations and remain composed under pressure.
  
• MUST effectively
  communicate technical ideas and instructions to non-technical end users without
  sounding pretentious, while maintaining a positive perspective.
  
• Identify trends and
  recurring issues in reactive service and report them to Engineering Manager or
  Service Desk Lead.
  
• Monthly meetings with
  the Engineering Manager or Service Desk Lead to check goals and expectations.
  
• Complete End of Day
  Reports and submit them to the Engineering Manager or Service Desk Lead.
  
• Communicate SLA
  information to clients when requested.
  
• Maintain and submit up
  to date Time Entries and Expenses for billing purposes.
  
• Participation within
  the after-hours emergency standby rotation, starting after a 90-day
  probationary period.
  

Targeted Time
Allocation:

• Twenty percent (20%)
  of this position’s time is to be allocated to non-billable internal tasks,
  tickets, and administrative tasks.
  
• Including, but not
  limited to: Time entry, expense reports, training, meetings, documentation,
  etc.
  
• Eighty percent (80%)
  of this position’s time is to be allocated to billable tasks.
  
• Including, but not
  limited to: Returning calls, resolving service tickets, and responding to
  electronic inquiries.
  

QUALIFICATIONS

• Minimum of 5 years’
  experience within relevant IT field.
  
• Preferred but not
  required: Bachelor’s degree in computer science, information sciences, or a
  related field.
  
• Knowledge of Microsoft
  Office applications, as well as all recent Windows operating systems.
  
• Base understanding of
  Active Directory, Group Policy, and advanced network concepts.
  
• Ability to compile,
  organize, and analyze complex data.
  
• Excellent oral and
  written communication skills.
  
• Excellent
  organizational and analytical skills; able to work on multiple tasks while
  meeting deadlines.
  
• Meticulous; can follow
  and implement company procedures and policies.
  
• Steady while under
  pressure; must manage stress with grace.
  
• Must be willing to
  submit to a background check at time of application.
  

Knowledge, Skills,
and Abilities

• Experience required
  with Windows desktop operating systems. Mac OS is not required but recommended.
  
• Understanding of
  TCP/IP and troubleshooting Internet connectivity.
  
• Experience with Remote
  Desktop Services.
  
• Understanding of the
  relationship between switches, patch panels and connecting nodes to a network.
  
• Working knowledge of
  wireless technologies.
  
• Understanding of
  printers and how to troubleshoot various issues related to printing.
  
• Understanding of other
  hardware/devices and how to troubleshoot various issues related to hardware.
  
• Familiarity/past use
  of ConnectWise Manage PSA is preferred.
  
• Ability to work
  various shifts and occasional overtime to ensure Service Desk coverage.
  

JOB REQUIREMENTS

• Should be willing to
  accept a long-term work-from-home arrangement.
  
• Should be amenable to
  a permanent night shift schedule.