L2 Helpdesk Engineer

SUMMARY

The Service Desk Engineer II is part of a team of engineers who are responsible for establishing good rapports with clients and delivering reactive level 2 end user support and setting client expectations per Service Level Agreements.

The Service Desk Engineer II - Hybrid - is responsible for handling support of service requests in a professional and timely manner at client locations. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.

JOB RESPONSIBILITIES

Technical Responsibilities:

• Provide remote support. Higher-level remote support may be needed with assistance from Engineers from our office.
  
• Log, document, and track incidents through ConnectWise Manage.
  
• Track and record time worked throughout the day within ConnectWise Manage accounting for at least 8 hours daily.
  
• Monitor and hit weekly key performance indicators (KPIs).
  
• Provide detailed explanations to end users after completion of work and ensure they are satisfied.
  
• Provide phone and remote support from either our office or home office (with approval).
  
• Aid Professional Services team as assigned.
  
• Ability to pay close attention to detail while performing technically detailed tasks.
  
• Ability to deal effectively with stressful situations.
  
• Audit documentation & tool sets as outlined by Service Desk Lead.
  
• Take ownership of tickets, seeing them through to closure, escalating tickets and issues where necessary to level 2 or 3 Professional Services Engineers utilizing established escalation procedures.
  
• Diagnose and resolve a wide range of technical issues remotely over the phone.
  
• Prompt response time according to our SLA (Service Level Agreements) for all phone and service request tickets.
  
• Interact with third party vendors, ISP, Cloud Services to move issues towards completion.
  
• Occasionally assist with level 1 related items depending on Engineering availability.
  
• Other duties as assigned based on level 2 competency.
  

Non-Technical Responsibilities:

• Consistently provide exceptional customer service in alignment with the company's values focused on communication and demonstrated through intentional action.
  
• Communicating problems, updating tickets, shift hand-off and follow-up activities with the Engineering Manager or Service Desk Lead.
  
• Must be able to work independently on issues and assignments and report daily progress to the Service Desk Lead and Dispatch.
  
• Collaborate and share information and ideas with other members of the Service Desk.
  
• Accurately translate client requests/issues to technical standards.
  
• Coordinate scheduling, service calls, and assignments with Dispatcher and Engineering Manager or Service Desk Lead.
  
• Diplomatically manage customer's expectations and remain composed under pressure.
  
• MUST effectively communicate technical ideas and instructions to non-technical end users without sounding pretentious, while maintaining a positive perspective.
  
• Identify trends and recurring issues in reactive service and report them to Engineering Manager or Service Desk Lead.
  
• Monthly meetings with the Engineering Manager or Service Desk Lead to check goals and expectations.
  
• Complete End of Day Reports and submit them to the Engineering Manager or Service Desk Lead.
  
• Communicate SLA information to clients when requested.
  
• Maintain and submit up to date Time Entries and Expenses for billing purposes.
  
• Participation within the after-hours emergency standby rotation, starting after a 90-day probationary period.
  

Targeted Time Allocation:

• Twenty percent (20%) of this position’s time is to be allocated to non-billable internal tasks, tickets, and administrative tasks.
  
• Including, but not limited to: Time entry, expense reports, training, meetings, documentation, etc.
  
• Eighty percent (80%) of this position’s time is to be allocated to billable tasks.
  
• Including, but not limited to: Returning calls, resolving service tickets, and responding to electronic inquiries.
  

QUALIFICATIONS

• Minimum of 5 years’ experience within relevant IT field.
  
• Preferred but not required: Bachelor’s degree in computer science, information sciences, or a related field.
  
• Knowledge of Microsoft Office applications, as well as all recent Windows operating systems.
  
• Base understanding of Active Directory, Group Policy, and advanced network concepts.
  
• Ability to compile, organize, and analyze complex data.
  
• Excellent oral and written communication skills.
  
• Excellent organizational and analytical skills; able to work on multiple tasks while meeting deadlines.
  
• Meticulous; can follow and implement company procedures and policies.
  
• Steady while under pressure; must manage stress with grace.
  
• Must be willing to submit to a background check at time of application.
  

Knowledge, Skills, and Abilities

• Experience required with Windows desktop operating systems. Mac OS is not required but recommended.
  
• Understanding of TCP/IP and troubleshooting Internet connectivity.
  
• Experience with Remote Desktop Services.
  
• Understanding of the relationship between switches, patch panels and connecting nodes to a network.
  
• Working knowledge of wireless technologies.
  
• Understanding of printers and how to troubleshoot various issues related to printing.
  
• Understanding of other hardware/devices and how to troubleshoot various issues related to hardware.
  
• Familiarity/past use of ConnectWise Manage PSA is preferred.
  
• Ability to work various shifts and occasional overtime to ensure Service Desk coverage.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.