Senior Service Desk Engineer

POSITION

In this position we are looking to add a highly experienced individual to adhere to a level of technical expertise and customer service professionalism. The Service Desk (also known as Help Desk) team is located in both US and Philippines and is an important and essential part of our company. Day-to-Day activities include working on escalations, server work, coordinate mini projects for customers, and supporting the team as needed. This is a fantastic career opportunity for a proactive, highly motivated individual who wants to utilize his or her current tech skills and leadership knowledge. Occasional local client visits may be required.

The ideal candidate will have solid tech skills, with the ability to quickly and efficiently triage issues. Responsibilities include, but are not limited to:

• Handle Escalation Tickets.
• Review Quality of Tickets.
• Act as a Mentor
• Help Assist mini projects with the Team Lead on the Service Desk
• Troubleshooting PC and Mac issues via remote login or occasional onsite visits
• Updating client IT documentation and tickets
• Contacting vendors on behalf of client
• Reinstalling Windows/Mac OS and performing system upgrades
• Securely deleting data on hard drives
• Resolving malware and virus issues on Macs and PCs

Required Technical Skills:

• Ability to easily troubleshoot and resolve PC and Mac-related hardware, software, operating system, email, printing, and network issues
• Strong familiarity with both Mac OS and Windows
• Experience with Microsoft Office 365 and Outlook Web Access (OWA)
• New Mac/PC setup and general configurations
• iPhone/Android setup, configuration, and sync-issue resolution
• Virus/malware removal and prevention
• Familiarity with an IT service ticketing system and creating IT documentation

Required Personal Skills:

• Excellent verbal and written communication skills
• The ability to work independently as well as with our team
• Reliable, on-time, personable, and customer-focused
• The ability to multi-task and work across a range of IT issues with various timelines and priorities
• Poise and patience during phone-based tech support and potential onsite visits
• Solid writing skills to document work completed and create/maintain IT documentation for clients
• Comfortable working with a variety of clients, other techs, and HW/SW vendors
• Energetic, able to switch gears quickly from job-to-job / task-to-task
• Desire to learn; independently and on the job

Experience

• Minimum 7 years of experience in the IT support industry working with business environments
• Minimum 7 years of remote/help desk experience, ideally in a managed IT service environment
• Experience with ConnectWise ticketing system is a major plus
• JAMF 200
• Network+
• Knowledge or Certification in ITIL Foundation
• Microsoft 365 - MCSA (MD-100 and 101)
• Google IT Support Professional Certification

COMPENSATION AND OPPORTUNITIES

Benefits

• Monthly compliance bonus plan
• Medical
• 15 paid days off (vacation and sick)
• 8 – 10 paid holidays per year
• Paid day off for your birthday