Help Desk Engineer- Tier IV

We are seeking diligent amiable and talented systems engineers to provide superior customer service to our clients. We are a Managed Service Provider (MSP) that delivers services to small to medium sized businesses. Our engineers monitor manage and support all aspects of our clients environments including but not limited to their workstations phones servers networks and applications. Our engineers also work hard to identify problems and resolution activities as well as to grow and to develop the organizations perception with existing customers through exceptional customer service. They are highly organized able to selfmanage and possess great interpersonal communication skills. We have an amazing team of systems engineers on staff and we are interested in even more amazing people to join and grow with our team! The successful candidate will possess the following:Good Character Delivery of customer service that exceeds expectations Lifelong love of learning The ability to create fun The ability to work on and contribute to a team Responsibilities: Provide advanced technical support to clients VIP and internal teams including onsite assistance Act as a point of escalation and complete incident and change management ticketsServe as a project resource or technical owner and ensure quality assuranceImprove technical documentation for all incident and request management maximizing efficiencies in workflow and profitability Continue to cultivate knowledge and skillset always learning new technologies AfterHours On Call Rotation Qualifications: 45 years of experience handling T14 IT support requests Advanced experience with a wide variety of helpdesk tools and ticketing systems Knowledge of cybersecurity risks and best practices for protecting sensitive data and systems Experience documenting procedures troubleshooting steps and resolutions Skills:Achieved certification or advanced experience in architecting or designing from the ground up in the following areas: Windows (Servers & Networking) Office 365 Microsoft HyperV Apple MacOS and iOS Cisco Meraki Dell PowerEdge Sophos XG Firewall and Central Endpoint and Server Ubiquiti UniFi Network and Enterprise Wireless Datto Veeam Backup and Replication IronScale Azure Administration APC UPS Management Powerchute Business VMWare CertificationsDeep understanding of IT systems hardware software and networking concepts to quickly diagnose and resolve complex technical issues Strong focus on customer satisfaction and relationship building Excellent verbal and written communication skills Managing multiple tasks simultaneously prioritizing and meeting deadlines Ability to collaborate effectively with other team members Willingness to adapt to change and interest in professional growth Ability to follow detailed processes

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