Description:

We are looking for a qualified Desktop Engineer for the 3rd shift of our 24x7 Team who has experience troubleshooting computer issues and supporting customers by phone, email, and via remote access tools.

 

This is a fully remote role providing level 1 & 2 support for users, troubleshoot hardware and software problems for desktop and laptop computers and conduct remote problem solving when necessary.

• Troubleshoot Desktop LAN, server, wi-fi and connectivity issues.

• Utilize ticketing system to track email submissions and managing phone support efforts.

• Manage Windows Active Directory and Exchange.

• Work closely with other IT employees on system maintenance and configuration projects.

• Work closely with other employees on interdepartmental projects.

• Maintain accurate asset management records.

• Work with vendors and manufacturers on repair and maintenance of IT equipment.

Requirements

• College degree and/or 4-6 years' experience providing end user support

• Ability to help employees solve hardware and software problems and fulfill requests.

• Experience with Windows Active Directory& Office 365.

• Experience troubleshooting network issues in large office /Enterprise setups.

•Experience supporting and troubleshooting printer systems.

• Familiarity with DHCP, DNS, LAN, WAN, and other common networking concepts.

• Strong customer service and communication skills.

• Experience taking user calls utilizing an IVR system, preferably Avaya.

• Must be able to cover one weekend shift and holidays that land on your coverage days.

• Basic understanding of ITIL foundation processes, i.e., Incident, Request, Change. Major Incident management experience, i.e., opening outage bridges & escalations is a plus.

• MDM experience, specifically Airwatch, is a plus.