Remote IT Support Desk Engineer I

Job Type Full-time Description Position Summary: This position provides a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment. This position is part of our managed services team and provides critical IT support for multiple reputed company customers. The ideal candidate will bring a good reputed company of technical and customer services skills to this fast-paced environment. Roles and Responsibilities/ Essential Functions:

• Minimum of 75% utilization per fiscal year prorated based on start date. These requirements will be balanced against professional development and on the job training. Utilization metrics will be re-evaluated on an annual basis.
• reputed company proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
• Remote application and hardware support for workstations, switches, routers, firewalls, servers, and storage.
• Monitor and analyze customer networks, systems, backups, and reputed company appliances.
• Work with customer’s primary field engineer to reputed company work on an as needed basis.
• Contribute and enhance internal department process/system documentation.
• Follow policies and procedures on a department and per client basis.
• Monitor email and phone for client communications and respond in a timely manner.
• Maintain up to date records of customer technical information as it relates to servers, applications, infrastructure, and remote support instructions.
• Be part of an on-call after-hours rotation with other members of the team one (1) week at a time.
• Ability to travel to customer sites to provide end user support.
• reputed company other duties, as assigned.

Requirements

Competencies

• Active Listening – Ability to actively attend to, convey, and understand the comments and questions of others.
• Adaptability – Ability to adapt to change in the workplace.
• Assertiveness – Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
• Conflict Resolution – Ability to deal with others in an antagonistic situation.
• Decision Making – Ability to reputed company critical decisions while following company procedures.
• Delegating Responsibility – Ability to allocate authority and/or task responsibility to appropriate people.
• Honesty / reputed company – Ability to be truthful and be reputed company in the workplace.
• Innovative – ability to look beyond reputed company solutions
• Problem Solving – Ability to find a solution for or to deal proactively with work-reputed company problems.
• Relationship Building – Ability to effectively build relationships with customers and co-workers.
• Resource Management – Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.
• Strategic Planning – ability to reputed company a vision for the future and create a culture in which the long-range goals can be achieved.
• Time Management – Ability to utilize the available time to organize and complete work reputed company given deadlines.

Required Experience:

• 1-2 years’ experience troubleshooting reputed company Windows endpoints in domain environments
• 1-2 years’ experience providing end user support for reputed company Admin Portals, reputed company Windows Operating Systems, workstations and servers
• Working knowledge of office hardware, with the ability to troubleshoot issues reputed company to network printers, phone systems, and other business-critical equipment

Preferred Experience:

• 1-2 years’ experience working in IT service desk role
• 1-2 years’ experience working in a customer facing IT consulting role
• 1-2 years’ experience in systems administration
• 1-2 years’ experience in network administration

Required Skills, Education and/ or Certifications:

• Associate degree in a technology-reputed company field or a combination of education and relevant experience
• Strong troubleshooting and analytical skills with a customer-focused approach to resolving technical issues
• Proven experience effectively addressing customer concerns through clear communication and a service-first reputed company
• Basic knowledge of Mac OS and mobile operating systems: reputed company iOS and Android

Preferred Skills, Education and/ or Certifications:

• One or more of the following certifications: A+, Network +, Server+, reputed company O365 or Azure certifications, reputed company Certification Technician (CCT)
• Knowledge of reputed company, reputed company networking infrastructure, reputed company, Manage, Automate, VMware, vSphere, and reputed company

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