Service Desk Engineer

SERVICE DESK ENGINEER

Complete Technology Services is looking for a Service Desk Engineer to join our growing team!

Complete Technology Services (CTS) is a managed service provider supporting the technology needs of businesses around the Midwest.

The Service Desk Engineer is responsible for taking ownership of tickets from the remote help desk using superior customer service. This person also supports end-users of all skill levels via phone, email, remote access, or in person; and must provide solutions in a timely manner and document all issues and resolutions.

Position Overview

• Ticket Escalation and Ownership: Manage and own the escalation process for all client tickets, ensuring timely and effective resolution.


• 365 Administration: Handle administration tasks related to Microsoft 365, including user management, license allocation, and troubleshooting.


• Network Management: Perform higher-level network management tasks, including the configuration and maintenance of firewalls and switches.


• General Support: Perform tasks typical of a Service Desk member, including printer installations, password resets, and account management for new hires and departing employees.


• Technical Issue Resolution: Promptly and professionally resolve workstation, printer, phone, and other computer-related support issues via phone, email, or in person at client sites.


• Customer Service: Deliver superior customer service by demonstrating professionalism, helpfulness, and care to all clients.


• Documentation: Document all support requests, actions taken, and resolutions, regardless of the source.


• Availability: Be prepared for evening and weekend work, as well as participation in a 24x7 on-call rotation.


• Service Level Agreements: Ensure compliance with all Service Level Agreements (SLAs) with our clients.


• Additional Duties: Perform other duties as assigned.

Qualifications

• 2+ years of support experience.


• Advanced knowledge maintaining and configuring PCs and Laptops; including but not limited to Windows 10 and newer, networking, Office/Open Office apps, Internet and anti-virus, required.


• Superior customer service skills, ability to troubleshoot and explain complex issues to non-technical individuals, required


• Experience maintaining Office 365 user accounts, required


• Experience supporting Macs in a business environment, required


• Experience using ConnectWise, strongly preferred


• Basic understanding of Windows 2008-22 servers, desirable


• Basic understanding of network switches, routers, firewalls, VPNs, and zero trust required


• Solid written and oral communication skills, required


• Solid interpersonal and team skills, required


• Solid documentation and reporting skills, required


• Ability to multi-task, required


• Strong organizational and analytical skills, required


• Proven ability to be self-motivated and self-sufficient, required


• Microsoft, A+, N+, and/or S+ certifications, desirable

Physical Demands

• Ability to lift/carry up to 50lb on occasion.


• Ability to use hands/tools for PC related hardware repair and/or replacement.


• Position primarily requires work using a PC and phone.


• Climbing ladders or crawling under desks may be necessary for occasional tasks.


• Frequent standing, sitting, or walking as tasks demand.


• May be required to commute to client offices on occasion.


• Some after hours and weekend work may be necessary, per client schedules.

Complete Technology Services is an equal opportunity employer*