JOB TITLE: Helpdesk Engineer (Lvl2+)
SALARY RANGE: $60,000 - $70,000 + Benefits
HOURS OF WORK: 40 hours per week / Onsite
PTO: 10 Days
RESPONSIBLE TO: Service Delivery Coordinator
ABOUT
AUTOMATES is a leading Managed Service Provider (MSP) specializing in providing comprehensive IT solutions to businesses of all sizes. With a focus on delivering exceptional customer service and cutting-edge technology solutions, we are dedicated to helping our clients achieve their business objectives efficiently and effectively.
POSITION OVERVIEW
We are actively looking for a talented and driven Service Engineer to join our vibrant team. As a pivotal member, the Service Engineer will play a crucial role in delivering technical support and maintaining the efficiency of our clients' IT infrastructure and systems. We're seeking someone with a robust IT support background, exceptional troubleshooting abilities, and a dedication to delivering exceptional customer service. If you thrive in a dynamic environment and are passionate about technology, we encourage you to apply and be part of our team.
RESPONSIBILITIES
- Address and resolve Helpdesk Tickets promptly and efficiently.
- Ensure clients receive a positive, efficient, and helpful support experience.
- Provide advanced remote troubleshooting and support solutions.
- Deliver technical assistance via phone, email, or onsite visits as required.
- Diagnose and resolve technical issues across hardware, software, networks, and IT systems.
- Install, configure, and maintain IT infrastructure components such as servers, routers, switches, firewalls, and other networking equipment.
- Perform regular maintenance and updates to uphold client system security and reliability.
- Collaborate with internal teams to escalate and resolve complex technical issues swiftly.
- Accurately document support activities, solutions, and client configurations.
- Proactively identify opportunities to enhance client IT systems and processes.
- Stay abreast of emerging technologies and industry best practices to continually improve technical skills and knowledge.
USE OF OUR TICKETING SYSTEM
- Utilize our RMM and PSA tools to address and resolve Helpdesk Tickets and Service Requests efficiently.
- Ensure all work is managed and documented meticulously through our Ticketing System.
- Maintain comprehensive and up-to-date Client Documentation.
- Monitor ticket progression to prevent delays and ensure SLA commitments are consistently met within designated timelines.
- Manage deployment and cybersecurity dashboards.
PROJECT WORK
- Occasionally, our projects team may require additional resources to meet milestones, whether on-site or remotely. Engineers may be called upon to support project delivery when such opportunities arise.
COMMUNICATION, REPORTING & RISK
- Escalate tickets requiring Service Delivery Coordinator support.
- Maintain effective client communication throughout the ticket lifecycle, updating them on any changes or outages related to their issue.
- Submit timesheets and expense reports according to our Standard Operating Procedures (SOPs).
- Identify, communicate, and mitigate potential risks proactively.
REQUIREMENTS
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
- Minimum of 6 years of experience in a technical support role, ideally within a Managed Service Provider (MSP) environment.
- Proficient in troubleshooting hardware, software, and network issues.
- Strong knowledge of IT infrastructure components, including servers, networking equipment, and cloud services.
- Excellent communication skills, capable of conveying technical information effectively to non-technical users.
- Strong customer service orientation with a commitment to exceeding client expectations.
- Relevant industry certifications such as CompTIA, Microsoft, or Cisco are advantageous.
DESIRED
- Passion for solving problems and overcoming challenges.
- Advanced proficiency in support tools, techniques, and leveraging technology for service delivery.
- Expertise in operating systems, business applications, printing systems, and network infrastructure.
- Advanced diagnostic skills in troubleshooting end-user hardware, software, and network devices.
- Extensive experience and knowledge of the Microsoft 365 Platform.
- Ability to thrive in and adapt to the fast-paced IT environment.
NICE TO HAVE
- Proficient in using Ticketing systems, RMM Tools, and PSA software.
- Skilled in providing remote support using various tools.
- Experienced in handling Technical Service Tickets effectively.
- Possess professional IT Certifications such as Microsoft MCSE, Security+, Network+, and Server+.
- Demonstrable hands-on expertise with Microsoft platforms and PowerShell.
- Background includes working on Helpdesk Teams or MSP Service Desks.
BENEFITS
- Get your birthday off
- Paid Time Off (PTO) and Holidays
- Group Medical Benefits
- 401K (Matching)
- Ongoing training and professional development opportunities
- Collaborative and supportive work environment
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k) matching
- Health insurance
- Paid time off
- Professional development assistance
- Tuition reimbursement
Experience level:
Schedule:
Experience:
- Help desk: 6 years (Required)
- Cybersecurity: 2 years (Required)
- Computer networking: 6 years (Required)
- Operating systems: 6 years (Required)
Work Location: In person