Managed IT Services provide (MSP) looking for a strong Tier 2 Helpdesk Support Engineer to join our Help Desk Services team. Must be able to travel to client sites in the Metro DC area as needed for onsite support service and work remotely in a fast-paced, client focused environment.
Minimum 3 years proven experience working in a helpdesk environment and in person at client sites providing Tier 2+ helpdesk support. Must be comfortable in a highly visible, fast-paced, multi-client, Managed IT Services Provider (MSP) environment. Advanced knowledge and trouble shooting skills. The ideal candidate has strong hands-on technical experience across Microsoft Azure/SharePoint/Teams/Office 365 platforms with a keen business sense and exceptional customer service/client-facing skills, for mid-level commercial clients. Must be able to work well and quickly, individually and as a team, to solve client issues. Excellent initiative, customer service and communication skills.
Responsibilities:
The Helpdesk Support Engineer will provide remote and onsite technical support to clients. Serve as a trusted advisor to clients and react promptly to support requests with rapid resolution. This position requires onsite technical support as client needs arise and candidate must be able to commute as scheduled and in emergencies.
The Helpdesk Support Engineer should have experience providing technical support within Microsoft Azure, SharePoint, Teams, and Office 365. Including technical support for desktops and laptops, printers, servers, software, and advanced networking utilizing remote access tools, chat and email support, telephone support, and onsite/field support. Resolve hardware and software-related issues utilizing existing education, training, and experience as well as manufacturer knowledge bases, documented fixes, and other technical articles.
The Helpdesk Support Engineer will resolve hardware and software-related issues utilizing existing education, training, and experience as well as manufacturer knowledge bases, documented fixes, and other technical articles. Properly escalate support requests to local team and/or service board that are out of scope or capability.
The Helpdesk Support Engineer will provide prompt after-hours support as part of the helpdesk on-call team, client emergencies involving hardware failure, outages, and other business critical events. The Helpdesk Support Engineer will be required to create, update, and maintain written documentation, key network and asset information securely and confidentially.
The Helpdesk Support Engineer will utilize ConnectWise RSM/PSA tool to create and update service tickets documenting all correspondence, work performed, referenced resources, and resolution procedures.
Must be able to pass a pre-employment drug screen and background check.
Technical Skills preferred : Windows Administration and troubleshooting, basic scripting skills, O365, Azure, Azure AD, AD, Intune, Autopilot, Multifactor / SAML / OKTA / AD Connect, Windows Server (2008 R2+), Windows 7 and later, Adobe, Firewalls, Backup software, VPN, Hyper-V. Cisco Routing, Switches, Networking, Cybersecurity, Citrix, SharePoint, and Teams/Teams Voice.
Bachelor's degree and/or Microsoft certifications.
Benefits:
Salary from $60k annually, commensurate with experience.
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