Helpdesk Engineer - Level II

We are seeking a Help Desk Engineer Level II to join our team and help us achieve our mission: “to engender success amongst all of our stakeholders by providing the highest quality and most responsive information technology leadership and service.”

Key Responsibilities:

• The Successful candidate will be responsible for providing excellent support to clients to ensure stable operation of their systems.
• Provide timely and qualitative support.
• Required to document all configurations, problems, and resolutions in detail.
• Follow all company policies.
• Apply system analysis techniques and procedures to determine hardware, software, or system functional specifications.
• Manage daily ticket service board to ensure tickets are handled properly and escalated. Ensure all service tickets are documented and notes are detailed and maintained in both ConnectWise and IT Glue as needed.
• Participate in “after hours, on call” support of client systems.
• Maintain up to date certifications and stay abreast of the latest developments in IT technologies.
• The candidate should also be capable of on-the-go research into technical problems, specifically errors and code.
• Answer all teams and email messages in a timely manner.
• Maintain accurate time records on tickets and individual time sheets.

Qualifications:

• High School diploma or equivalent.
• A college diploma or university degree in the field of computer science and /or 3+ years equivalent work experience.
• Certification Minimum Requirements – Microsoft Certified Fundamentals of 365 and/or Azure.
• Good oral and writing skills.
• Excellent attention to detail.
• Professional appearance.
• Must be self-motivated.
• Hands -on and remote hardware troubleshooting experience.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to manage multiple tasks and priorities effectively.
• Ability to work well in a team and independently.
• Experience with on premise Active Directory. (Creating and managing user accounts, Security groups and OU’s)
• Experience with Azure AD is also preferred.
• Candidate should have knowledge of the Microsoft 365 environment.
• Experienced in network troubleshooting that includes server, switch, and firewall components as well as IP scheme knowledge.
• Familiar with and have experience in DHCP and DNS configuration and troubleshooting.
• Familiar with IMM and iDrac modules, what they are, how to access and use.
• Familiar and experienced in Remote access solutions that include VPN, Remote Desktop, RDGateway and TruGrid.
• Experience with Cisco Meraki Switching, Cisco Meraki Firewall, Cisco AnyConnect VPN and Todyl SGN is a plus.
• Experienced in Virtual machine solutions, desktop, and server. Including but not limited to Hyper-V and VMware/ESXI.

      Performance Metrics:

• Response to Clients IT requests
• Meeting SLA’s
• Ticket fidelity with accuracy to problem/resolution description along with appropriate ticket notes.
• Client satisfaction rating
• Daily Average Ticket Closure goals, Utilization, and Reopen rate.

Company Hours: 7am-6pm Monday-Friday

Shift Hours:

Monday to Friday, Working ours will be determined during onboarding process.  Rotating On-Call participation is required.

Continuing Professional Education (CPE) Requirements:

• Technical Staff are asked to complete a minimum of 15 CPE hours or a technical certification per quarter to ensure continuous learning and professional development around Help Desk Engineer, IT Products, equipment, or Applications.
  

Benefits:

Health, Dental, Vision, 401-K with matching, Flex Vacation, Paid Sick time, Paid Holidays, KPI achievement bonus, CPE quarterly bonus, and Certification Reimbursement.

We offer a competitive salary and benefits package, and the opportunity to work in a dynamic and growing MSP environment. If you are a resolute and ambitious professional seeking to make a significant impact for our clients and Century, we would love to hear from you.

Please include your resume along with your compensation requirements.