Service Desk II

Role Summary

The Service Desk Technician II will be part of our support team providing exceptional customer service by focusing on finding the right solution with each client. The successful candidate will be a natural troubleshooter with the ability to also escalate issues proactively when needed. This is a remote work from home position.

Managed Service Provider: 2 years (Required) Language

English (Required)

Responsibilities

You are a detail-oriented self-starter who takes ownership of your job responsibilities, and can communicate effectively with teammates, clients, and vendors. You work best in a bold, work-hard, play-hard, environment. You enjoy organization metrics, analytics, team camaraderie, and multitasking, all while working in a fun environment. Requirements for the position are:

A successful Service Desk Technician will be able to

Provide direct end user support for client issues by troubleshooting and applying knowledge via helpdesk calls, service board tickets and email requests

Requirements

Troubleshoot the following

• Virtual Machines and Servers
• Active Directory, Domain Name Server (DNS), Virtual Private Networks (VPN)
• Disc space allocation, wireless access points, network performance monitoring systems, and system logs
• SonicWALL firewalls
• Microsoft SharePoint
• Mac OS X desktops/laptops
• Dell and HP servers/desktops/laptops
• Windows desktops/laptops (Windows 7 and 10)
• Servers-2008, 2012/2016 R2 Standard
• Maintain and troubleshoot network servers, operating system software, routers, switches, Office 365
• Perform basic network to ensure systems are operational and running at peak performance
• Experience with security best practices and remediation
• Provide assistance and to other team members and assist lead engineers on projects as needed
• Provide backup and disaster recovery services as required
• Provide base level VOIP support as required
• Excellent verbal and written communication
• 2+ year recent, relevant experience in a helpdesk role providing PC support
• Working knowledge of systems hardware, printers, scanners, and other peripheral devices
• Exchange / Office 365 Support and understand Active Directory
• Preferred certifications: A+, Network +, Windows Desktop
• Preferred work experience: Managed Service Provider or consulting environment · Preferred systems experience: ConnectWise, Labtech, ESET
• Exceptional attention to detail and highly organized
• Comfortable multi-tasking
• Strong critical and analytical problem-solving skills
• Microsoft Office: 2 years (Required)
• Active Directory: 2 years (Required)
• ConnectWise: 2 years (Required)
• Windows Remote Desktop: 2 years (Required)

Benefits

• Paid training
• Fun work environment!