Service Delivery Helpdesk Engineer L1

CTS•New York, NY

17h•$60,000 - $80,000•Hybrid

About The Position

As a Helpdesk Engineer at CTS, you will play a crucial role within our Service Delivery team, ensuring our clients receive exceptional day-to-day remote technical support. Reporting to the Helpdesk Supervisor, you will act as ticket quick hit team, ensuring our client issues get resolved within a set time standard and escalating efficiently to either L3's or the field service team where needed. Utilizing tools like ConnectWise, you will manage service requests, and uphold our service level agreements (SLAs), ensuring our clients' technology infrastructure runs smoothly.

Requirements

2+ years of experience in a customer-facing, technical-services environment, with a strong commitment to customer service.
Experience with networking protocols: TCP/IP, VPN, IPSEC, VoIP, and QoS.
Experience in WAN/LAN networking, including routing, switching, security, and load balancing.
Experience in WLAN technologies including, but not limited to, Meraki, UniFi, and Cisco.
Experience with Microsoft Windows Server, Windows Desktop, and Apple Ecosystem.
Experience in Network Attached Storage (NAS).
Experience with Grand Stream or other Asterisk-based PBX systems.
Experience with Android, iOS, Gsuite, and Office365.
Self-motivated, with excellent time management skills and the ability to handle and adapt to changing priorities and special projects in a high growth environment.
Great communications skills, founded in being a good listener and speaker. Overall strong oral and written communication skills.

Nice To Haves

Preferable experience with MSP related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue.

Responsibilities

Respond to and resolve service incidents in accordance with existing procedures and service level agreement.
Track time, communicate and work via our Connectwise Manage PSA.
Liase with internal teams, vendors and client contacts.
Help identify areas where Standard Operating Procedures (SOPs) don't exist or need further work and create and improve those processes.
Installation, configuration and troubleshooting of workstation, server and cloud applications.
Triage incoming CTS and client technical requests. This includes picking up the phone at all times.
Complete all work assigned by Service Delivery Supervisor and Service Delivery Coordinator.
Ensure the prompt and through documentation of all work done via our ticketing system, IT Glue and other tools.
Ensure timesheet is kept impeccable on a daily basis with accurate time entries in order to better understand client and company resource demands and any needs thereof.
Have meetings with supervisor to discuss performance and overall career goals.
Accountable to KPIs & Metrics that will include Client Satisfaction Scores (CSAT), Ticket quality, timesheets, reliability, communication, meeting ticket SLA’s as well as less visible metrics that align with our Company Core Values.

Benefits

Competitive compensation
Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
Flexible Spending Account (FSA)
Health Savings Account (HSA)
Employee Assistance Program (EAP)
Retirement Plan (401(k)) with company match
Commuter Benefits
Short-Term Disability Insurance fully paid by the company
Long-Term Disability Insurance fully paid by the company
Life and AD&D Insurance, with optional Supplemental Life Insurance
Paid Time Off, including Paid Parental Leave
10 Holidays
2 Floating Holidays