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Help Desk Engineer

Company: Focus Technology Solutions Inc
Location: Boston
Posted on: January 16, 2022

Job Description:

Our customer base is growing so our team is growing as well! We are always looking for talented and experienced Help Desk Engineers to join our growing Managed Services team to serve as the first point of contact for all technical issues with our customers. Some responsibilities include but not limited to:Serves as a first point of contact for all technical support issues Provides technical support to resolve network issues, configuring operating systems, as well as remote desktop connections to provide immediate support to customer end users Diagnoses and troubleshoots software and hardware problems; helps customers install applications and programs Provides knowledge of IT/IS technology in a productive environmentMonitors 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 maintenanceProvides remote support to customers over the phone using remote assist tools Assists in maintenance of servers, as well as all applications in use by customersDelivers 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, PDA's, and desktop applications Completes timesheets, separating billable hours from non-billable hours 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, 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 Participates in external and internal meetings to provide technical expertise, as needed All other duties, as assignedSkills: Level 1-2 help desk experience requiredStrong knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and DellExperience with LAN, WAN, and WLAN technologies Knowledge in implementation and troubleshooting network devicesConfigures 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 skillsMaintains a high level of confidentiality, professionalism and a courteous demeanorExperience and Education: 3+ years of experience working in network administration or a Help Desk role with a Managed Services Provider Experience with Microsoft Office 365 Industry technical certifications, a plus (Microsoft Office, Cisco Network Systems, VMware, and diverse networking environments, such as Dell and HP) High School Diploma or college courses/certificates in related field (business, computer science, information technology)Competencies: Self-motivated and self-directed Active listener with the ability to engage customers to identify issues and deliver solutionsDedication to Total Quality ManagementLeading through systems and technologyTechnical learningProblem-solvingPriority setting to be nimble, responsive, and results-orientedCustomer focus with strong interpersonal skills At Focus, we believe our people are our success. Join our team of talented professionals where you can grow your career in a collaborative, fast paced and supportive environment. If you are looking for a place where your contributions can make an immediate and important impact, we would love to hear from you. We offer competitive compensation and benefits packages, including healthcare, dental, flexible spending accounts, flexible vacation policy, 401(k) planning with a company match, and much more!

Keywords: Focus Technology Solutions Inc, Boston , Help Desk Engineer, Engineering , Boston, Massachusetts

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