L2 Service Desk Engineer (DAY SHIFT and PERMANENT WORK FROM HOME)

SUMMARY

The role is responsible for troubleshooting and managing Microsoft-based IT infrastructures, end-user devices, servers, networks, cloud services, backups, and security solutions while delivering excellent customer service and maintaining accurate documentation.

• Providing proactive and reactive remote technical support to our clients, via telephone, email, and remote control. Some examples include, but are not limited to, the following:
• Managing, installing, configuring, and troubleshooting hardware and software for servers, desktops, laptops, tablets, smartphones, printers, UPS units, firewalls, switches, and other computer systems and devices.
• Works closely with clients, company’s staff members, hardware and software vendors, and service providers.
• Responding to monitoring alerts.
• Performing computer account maintenance including setting up computers, decommissioning computers, and migrating settings and data.
• Performing user account maintenance including adding and removing users, configuring user profiles, changing passwords, etc.
• Providing technical support to end-users for computer and network related issues.
• Managing onsite and offsite backups, spinning up virtual servers on onsite backup appliances and offsite at the data center, in both test and production scenarios.
• Performing proactive work.
• Documenting work performed including a description of issue work performed, time worked, and any follow-up required.
• Maintaining up-to-date client documentation.
• Working with fellow Service Desk, Field, and Project Consultants remotely or onsite at our clients' offices, implementing projects.
• Answering phones for inbound support calls when receptionist is not available.
• Occasionally providing in-person support to clients visiting our office or onsite at the client's offices.
• Exemplifies company’s core values of: Do the Right Thing, Good Attitude, Professionalism, Team Player, Growth Mindset, and Follow the company’s way.
• Possesses good technical support skills.
• Demonstrates good oral and written communication skills, including ability to communicate technical information to non-technical people.
• Ability to work independently, but also as a strong supportive team member.
• Ability to handle frequent pressures, including demanding client contact, meeting time deadlines, and multitasking.
• Maintains confidentiality of all Confidential Information of clients and of the company.
• Maintains knowledge and skills through attendance at, and active participation in, company specified training programs.
• Helps with training newly hired employees and cross-training existing employees

• Two-year associate’s degree or four-year bachelor’s degree in the field of computers, network administration or Information Technology, or equivalent experience and/or training is preferred.
• 3-5 years of hands-on experience in the support of a variety of Microsoft networks for small and mid-size businesses is preferred.
• Prior experience in a Managed Services Provider (MSP) environment and/or IT consulting experience is helpful.
• Proficiency in installing and maintaining Azure cloud-based infrastructures is helpful.
• Training with the following general technologies is helpful: Network administration; user account administration; computer account administration; security and permissions; group policies; server hardware, operating systems and software; workstation hardware, operating systems and software; virtualization; UPS units; network switches; storage appliances; backup software; email; internet and web browsers; Microsoft Office software; email and endpoint security, firewall appliances and wireless access points; remote access and smartphones; remote monitoring; management software; and ticketing software.
• Current relevant certifications from venders such as Microsoft and CompTIA are preferred.

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