Help Desk Engineer

Focus Technology Solutions Inc•Boston, MA

3d•$55,000 - $65,000•Remote

About The Position

We're growing and looking to add two energetic Help Desk Engineers to our team! If you like solving tech problems, helping people, and working in a fast-paced environment where no two days are the same, this role is for you. You'll be on the front lines remotely supporting our clients, troubleshooting everything from everyday IT issues to interesting technical challenges - all while being part of a collaborative, high-energy team that values learning and great customer service.

Requirements

Level 1 help desk experience required, level 2 a plus
Strong knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and Dell
Experience with LAN, WAN, and WLAN technologies
Knowledge in implementation and troubleshooting network devices
Configures and troubleshoots VPNs for end user access
Technical knowledge of storage, virtualization, and compute across multiple vendors
Experience working with diverse environments
Demonstrated positive and professional interpersonal skills, as well as strong written and verbal communications skills
Exceptional customer relations skills to engage and service customers effectively based on the company's values
Strong organizational, multi-tasking, detail-oriented and time management skills
Consistently maintains a high attention to detail
Works independently and collaboratively to resolve problems and manage demands on time and deliverables
Strong documentation skills
Adaptability to changing priorities, as needed
Positive teamwork skills
Maintains a high level of confidentiality, professionalism and a courteous demeanor
2+ years of experience in a help desk or technical support role, preferably within an MSP environment
Prior experience working with and troubleshooting Microsoft Office 365
Associate or bachelor's degree in information technology, computer science, related field, or equivalent work experience

Nice To Haves

Industry-recognized certifications such as CompTIA A+, Network+, Microsoft, or similar are preferred

Responsibilities

Serves as a first point of contact for all technical support issues
Accurately diagnose, prioritize, troubleshoot and resolve hardware, software, and network issues to provide immediate support to customer end users
Guides customers through step-by-step solutions and document the process for reference and quality assurance
Monitors ticketing system and ensures tickets are addressed in a timely fashion
Performs preventative maintenance for customers including server updates, checking backups, anti-virus and application maintenance
Provides remote support to customers over the phone using remote assist tools
Assists in maintenance of servers, as well as all applications in use by customers
Delivers a high level of customer service responding to customers quickly and comprehensively
May triage between customers and vendors to assist in resolving customer issues with hardware, software, communications (networks/ISP's), phone systems, PDAs, and desktop applications
Balances high volume of requests/issues with a sense of urgency, tact and diplomacy while meeting deadlines/expectations
Assumes flexibility with rotating schedules providing on-call support and 4x10 work schedule, as assigned
Applies technical knowledge and systems/software expertise to identify root cause of issues and responding and articulating solutions
Collaborates with teammates to further develop self-knowledge of technology while also supporting teammates to meet or exceed customer solutions
Tracks requests and solutions, delivering metrics, establishing trends and outliers, delivering standard reports for management review periodically
Addresses customer needs and concerns appropriately and promptly, escalating tickets to the appropriate team member as needed
All other duties, as assigned