Help Desk Engineer

Engineers at RetroFit are responsible for the development and delivery of our technical offerings. This position works in our Network Operations Center as a Level II Help Desk Engineer. Engineers at RetroFit are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging projects and service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills. The position is based in Boston and requires the ability to travel to Boston daily.

Key Areas of Responsibility

• Perform routine remote helpdesk services.
• Manage/Log and Follow up on Help Desk tickets in a timely manner
• Respond to customer issues via phone, email and computer chat
• Document in RMM all customer interactions
• Run diagnostics to resolve customer reported issues
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved
• Troubleshoot software problems, email issues, password resets, malware infections, memory conflicts, configuration issues, etc.
• Diagnose, troubleshoot and resolve client issues with hardware
• Experience with Windows 2012, 2016 & 2019 Server roles
• Installing, troubleshooting and managing Microsoft products (Windows 7/10, and MS Office application suite)
• Experience with Office 365 and cloud solutions.
• Experience troubleshooting email related issues
• Thorough understanding of client/server applications architecture

Minimum Qualifications

• Bachelor’s degree or equivalent experience.
• Experience with Windows Server 2012, 2016 & 2019
• Experience with tools such as spam filters, antivirus/EDR, email backup and email archivers.
• Experience with Office 365 and Azure.
• Experience with switches, routers, firewalls, and wireless access points.
• Experience with physical server and storage management.
• Valid Drivers License with clean driving record and able to be added to the company vehicle insurance policy.
• Ability to lift a minimum of 50 lbs.
• Sense of urgency.
• Ability to work independently with minimal direction.
• Experience with ticketing and asset management systems.
• Ability to handle multiple tasks and priorities.
• Exceptional oral, written, and documentation communication skills.
• Critical attention to detail and solid creative problem-solving skills.
• Ability to consistently follow policies and procedures.

Preferred Qualifications

• VMware ESXi and Hyper-V management.
• Experience with RMM tools such as Datto Autotask.
• Experience with Barracuda email security solutions.
• Experience with Datto backup or other related tools.
• Experience with Auvik network management or other related tools.
• ITILv4 Foundations certification.
• Microsoft 365 or Microsoft Azure certifications.
• Windows Server 2012+ certifications.