The Help Desk Engineer will be supporting a Windows infrastructure comprised of remote locations throughout North America, Latin America and Asia.
The Help Desk Engineer will also provide Level I / II support on a variety of desktops, systems, applications, networks and mobile devices.
This position will be required at times to work after core business hours as customer needs and / or business requires.
Duties and Responsibilities
Provide Level-I / Level-II support via phone, email, and onsite support as required
Handle first call resolution while building strong customer relationships
Provide support for Laptops and desktops, setup communication software such as Outlook and Lync.
Manage licensing for Email and Instant Messaging applications
Manage Active Directory users and group assignments
Coordinate issues via technical bridges regarding high level outages for internal and external tools used by the remote locations to service customers
Log tickets and requests received via phone, voicemail, Chat, email and will also log information regarding alarms from network and server monitoring tools
Escalate to internal departments as needed and ensure requests are resolved within Service Level Agreements (SLA)
Monitor and respond to alerts generated by various network and server technology tools, solving initially and escalating when necessary
1+ years customer support / help desk related experience in a mid to large size company
1+ years of experience operating in a Network Operations Center (NOC) environment
Strong technical troubleshooting skills
Strong working knowledge of TCP / IP, DNS, DHCP, FTP and HTTP
MS Windows Clients from Windows XP Windows 7
Mobile devices such as iPhones and Androids
Solid understanding of MS Office applications
Solid understanding of network environments (Wired and Wireless)
Monitoring solutions such as Open NMS, What’s Up Gold, or similar technology solution
Experience with CSI, IEX, or call center related software is a plus
Excellent interpersonal and customer service skills
Excellent communication (Both written and verbal) skills
Expertise in troubleshooting, performance tuning, and problem resolution
Proven ability to multi-task between operational and project related work efforts
Strong documentation, communication skills, and ability to train others
Ability to pass a background check