Helpdesk Engineer - (Managed Services Dept.)
Location: Boston, MA
Position Summary:
This role remotely supports our clients by serving as the first point of contact for all technical support issues that arise through our Live Help Desk Operations Center.
Essential Functions:
- Serves as a first point of contact for all technical support issues
- Provides technical support to resolve network issues, configuring operating systems, as well as remote desktop connections to provide immediate support to customer end users
- Diagnoses and troubleshoots software and hardware problems and helps customers install applications and programs
- Provides mid-level knowledge of IT/IS technology in a productive environment
- Monitors ticketing system and ensures tickets are addressed in timely fashion
- Performs preventative maintenance for clients including server updates, checking backups, anti-virus and application maintenance
- Provides remote support to clients over the phone using remote assist tools
- Assists in maintenance of servers, as well as all applications in use by clients
- Delivers high level of customer service responding to clients quickly and comprehensively
- May triage between client and vendors to assist in resolving client issues with hardware, software, communications (networks/ISP’s), phone systems, PDA’s, and desktop applications
- Documents all hours daily, separating billable hours from non-billable hours, detailing work to include with timesheets
- Balances high volume of requests/issues with a sense of urgency, tact and diplomacy while meeting deadlines/expectations
- Assumes flexibility with rotating schedules providing on-call support, as assigned
- Applies technical knowledge and systems/software expertise to identify root cause of customers issues responding and articulating solutions
- Collaborates with teammates to further develop self-knowledge of technology while supporting same teammates to meet or exceed customer solutions
- Tracks requests and solutions, delivering metrics, establishing trends and outliers delivering standard reports for management review periodically
- Addresses client needs and concerns appropriately and promptly, escalating tickets appropriately to the correct Senior IT Consultant
- Participates in external and internal meetings to provide technical expertise, as needed
- All other duties, as assigned
Skills:
- Maintains a high level of professionalism and a courteous demeanor
- Strong knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and Dell
- Experience with LAN, WAN, and WLAN technologies
- Knowledge in implementation and troubleshooting network devices
- Configures and troubleshoots VPNs for end user access
- Technical Knowledge of, storage, virtualization, and compute across multiple vendors
- Experience working with diverse environments
- Demonstrated positive and professional interpersonal skills and strong written and verbal communications skills
- Exceptional client relations and interpersonal skills to engage and service clients effectively based on the organization’s values and will be measured using applicable performance tools
- Strong organizational, multi-tasking, detail-oriented and time management skills
- Consistently maintains a high attention to detail
- Works independently and collaboratively to resolve problems and manage demands on time and deliverables
- Strong documentation skills
- Adaptability to changing priorities, as needed
- Positive teamwork skills
- Maintains a high level of confidentiality
Experience:
- 2-3 years’ experience working in network administration or Help Desk role
- Working knowledge using Office 365, a plus
- Industry technical certifications, a plus
Education:
- High School Degree or some college courses/certificates in related field (business, computer science, information technology)
Competencies:
- Self-motivated and self-directed
- Active listening, engaging customer to identify root causes and deliver solutions
- Dedication to Total Quality Management
- Technical learning
- Problem-solving
- Customer focus