Service Desk Engineer

Complete Technology Services•Kansas City, MO

11d•Hybrid

About The Position

Complete Technology Services (CTS) is a managed service provider supporting the technology needs of businesses around the Midwest. The Service Desk Engineer is responsible for taking ownership of tickets from the remote help desk using superior customer service. This person also supports end-users of all skill levels via phone, email, remote access, or in person; and must provide solutions in a timely manner and document all issues and resolutions.

Requirements

2+ years of support experience.
Advanced knowledge maintaining and configuring PCs and Laptops; including but not limited to Windows 10 and newer, networking, Office/Open Office apps, Internet and anti-virus, required.
Superior customer service skills, ability to troubleshoot and explain complex issues to non-technical individuals, required
Experience maintaining Office 365 user accounts, required
Experience supporting Macs in a business environment, required
Basic understanding of network switches, routers, firewalls, VPNs, and zero trust required
Solid written and oral communication skills, required
Solid interpersonal and team skills, required
Solid documentation and reporting skills, required
Ability to multi-task, required
Strong organizational and analytical skills, required
Proven ability to be self-motivated and self-sufficient, required

Nice To Haves

Experience using ConnectWise, strongly preferred
Basic understanding of Windows 2008-22 servers, desirable
Microsoft, A+, N+, and/or S+ certifications, desirable

Responsibilities

Manage and own the escalation process for all client tickets, ensuring timely and effective resolution.
Handle administration tasks related to Microsoft 365, including user management, license allocation, and troubleshooting.
Perform higher-level network management tasks, including the configuration and maintenance of firewalls and switches.
Perform tasks typical of a Service Desk member, including printer installations, password resets, and account management for new hires and departing employees.
Promptly and professionally resolve workstation, printer, phone, and other computer-related support issues via phone, email, or in person at client sites.
Deliver superior customer service by demonstrating professionalism, helpfulness, and care to all clients.
Document all support requests, actions taken, and resolutions, regardless of the source.
Be prepared for evening and weekend work, as well as participation in a 24x7 on-call rotation.
Ensure compliance with all Service Level Agreements (SLAs) with our clients.
Perform other duties as assigned.