Level 1 MSP Help Desk Engineer

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Department: Managed Services
Reports To: Project/Service Manager
Compensation: Starting $44,000  (Full-Time / Hourly) + Overtime Opportunities + Performance Bonus + Benefits

Job Summary

As a Managed Service Provider (MSP), the pace and demands in this environment are much greater than an in-house IT position supporting one company. Our Engineers need to be extremely responsive and know the importance of clearly communicating and meeting commitments to clients. They must execute consistently on solving problems in environments rich in Windows technologies (Server, Active Directory, Office 365, Hyper-V,  Networking (switches, routers, firewalls), and more (able to work an issue from Desktop to Data Center).

Job Responsibilities

• Provide a high level of customer service with a positive attitude at all times
• Work reactive issues (Client submitted, monitoring generated and escalated from support) remotely and onsite as needed within committed Service Level Agreements (SLA’s)
• Pay close attention to detail while performing technically detailed tasks
• Deal effectively with stressful situations focusing on the best outcome for the Client
• Able to recognize when it is necessary to escalate issues to vendor support services before wasting client and Dega’s time
• Articulate technical information clearly and simply to non-technical people
• Implement Projects, and assist other Project Engineers on larger projects
• Assist our Service Manager with completing reoccurring Centralized Services tasks
• Self-motivated and is self-directed when necessary
• Any other assigned duties
• Receives positive internal staff feedback, considered responsive, reliable, knowledgeable, and diligent
• Performs accurate and timely time entry
• Focused on lowering Average Response Times
• Focused on lowering Average Resolution Times
• High Billable Hours / Utilization (efficient use of time)

Enterprise E-mail

• Required: Google Apps, Exchange Server and Office 365
• Installation, configuration and troubleshooting
• Administration of enterprise e-mail application, including add/remove users and group, name changes, forward mail to other accounts, and add aliases.

Other Considerations

• Regular and timely completion of Minimum Documentation Standards for each client
• On-going self-training to preserve professional viability is a must (resources are provided)
• The ability to regularly score 10’s on the Quality Assurance survey
• Execution and conclusion of projects on-time and/or successful management of client expectations when targets cannot be met
• Ability to communicate with client at all levels from IT personnel to CxO’s and to understand business issues in context of IT issues
• Takes ownership of tasks and follows through to ensure complete resolution
• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Ability to provide accurate time estimates for how long a task will take
• Understands that the success of individuals is measured by the success of their teams
• Ability to quickly learn new technologies through the use of self-study materials and intuition
• Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. -- Susie can't print)
• Enjoys sharing information, supporting others, and working on a team to achieve team goals

Credentials and Experience:

• Engineer with minimum two years production hands on experience
• Minimum two years’ production experience - Microsoft Windows desktop and Windows Server Support
• Minimum two years’ production experience - Switching/VLAN/Routing/Firewall Support
• Minimum two years’ production experience - Server Hardware Technologies (CPU/RAID/RAM/NICs) Support
• Minimum two years’ production experience - Data Backup and Recovery Support, Corporate Antivirus Solutions, VPN Connectivity Support
• Strong business acumen – ability to interact with all levels of management
• Demonstrates tendency to challenge the status quo, drive constant improvement in process, and an ability to achieve organizational goals
• Ability to resolve complex issues within functional area and/or area of expertise
• Ability to develop and execute multiple priorities and approaches to meet objectives
• Receives positive Client feedback, considered responsive, reliable, knowledgeable, and diligent
• Receives positive internal staff feedback, considered responsive, reliable, knowledgeable, and diligent

Other Desired Skills

• Critical thinking and problem-solving skills
• Diligence, thoroughness, attention to detail
• Planning and organizing
• Decision-making
• Communication skills
• Influencing and leading
• Delegation
• Team work
• Negotiation
• Conflict management
• Adaptability
• Stress tolerance

Additional Eligibility Qualifications

Must have legal authorization to work in the U.S. for any employer. Employment is contingent upon successful completion of a background investigation and pre-employment drug screen. We would like to thank all applicants for their interest in this position however only those selected for interviews will be contacted.

Dega Systems is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to age, color, creed, disability, genetic information, national origin, race, religion, sex, sexual orientation, veteran status or any other category protected by law.

 

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Location

350 7th Avenue , NY, NY 10001

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