Level 2 Service Desk Engineer

Job Summary:

We are seeking an ambitious Level 2 Service Desk Engineer to join our dynamic team. As a vital part of our Service Desk team, you will use your technical skills and personal communication abilities to provide exceptional IT support to our clients. This role is perfect for an individual who thrives in a fast-paced, challenging environment and has a deep commitment to customer service, accompanied by a "can do" attitude. Fluent English and excellent interpersonal skills are key as we provide our clients with extreme white glove service.

Successful candidates will enjoy building and supporting solutions that leverage technology to meet a client's business needs. As a Level 2 engineer, you will act as a top escalation point for the most complex tickets and provide mentorship and training to junior technicians. If you are ready to elevate your love of helping people to the next level and use your expertise in a unique and fulfilling environment, we are ready to have you on our team.

Job Details:

• Work from home
• Shifting Schedule: The schedule may fall anywhere between 7 PM and 10 AM
• *Following US Holidays

Responsibilities:

• Act as the single point of contact for customers for all types of service requests, keeping them informed of incident progress, impending changes, and agreed outages.
• Establish strong relationships with clients, enhancing customer service perception and satisfaction through clear communication and swift resolution of issues.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Troubleshoot issues related to various systems, including Windows OS, Office Suite, Emails/Exchange, Printers, Network connectivity, Backups and Restores, Citrix, VPNs, File Access and permissions, desktop/laptop issues, Server Monitoring, and VOIP.
• Document all relevant end-user identification information, problem details, and the problem-solving process using the Job Ticket system ConnectWise.
• Prioritize and schedule problems, escalating to the appropriate technician as necessary.
• Utilize diagnostic utilities to aid in troubleshooting and learn about the software and hardware used and supported by the organization.
• Conduct hands-on fixes at the desktop level, including software and hardware installations and configurations, and system application configurations.
• Install and maintain Antivirus Software functionality across systems.
• Test fixes to verify problem resolution and perform post-resolution follow-ups to prevent recurrence.
• Analyze documented resolutions and trends to prevent future problems.
• Develop help sheets and frequently asked question lists for end users.

Qualifications:

• Bachelor’s degree in IT or equivalent work experience with at least 5 years experience in a Help Desk role, including at least 2 years in a level 2 capacity.
• Experience working with US companies.
• Ability to work in a team, communicate effectively both verbally and in writing, and manage multiple priorities with changing demands.
• Strong problem-solving skills, critical thinking, and attention to detail.
• Flexibility to work different hours.
• Exceptional customer service skills.
• Proficiency with all Windows Operating systems, Apple Mac, Windows Server environments, Azure Platform, Azure Virtual Desktop, Azure Active Directory, Office 365, remote desktop services, and Network Printers and Scanners.
• Proficiency with LAN/WAN/Wireless - Switches, Routers, Access Points, and Firewalls (Experience with Fortinet FortiGate and HP is a plus)
• Experience with desktop and server operating systems, including Windows XP/7/8/10 and Windows Server 2003, 2008 & 2012.
• Proficiency with all Windows Operating systems (Windows 10 and 11) and Apple Mac.
• Experience with a Managed Service Provider (MSP) is a plus.
• Understanding of the organization’s goals and objectives and experience working in a team-oriented, collaborative environment.
• Ability to provide technical support over the phone; good phone skills with the ability to articulate complex technical issues clearly and effectively.
• Aptitude for learning and adapting to new technologies quickly.
• Microsoft Certifications and/or any other IT-related certifications are a plus.
• Knowledge of ConnectWise and IT Glue, Backup solutions, MS Intune/Mobile Device Management, Video conferencing and audio/video equipment, and technical documentation is desirable.