Service Desk Engineer, Product Support

Port St Lucie

Posted: 03/18/2021 Job Number: 126

Job Description

About the role: Service Desk Engineers work as part of our Technical Engineering Center (TEC) in providing remote technical support to customers in a 24X7X365 environment. In this position, you’ll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount!

 

Position Responsibilities:

  • Troubleshooting and resolving various technical issues on our clients’ proprietary hardware and software systems.
  • Taking ownership of customer incidents by providing telephone/remote/email support to clients.
  • Solving issues with first call resolution for computer hardware and software problems through troubleshooting techniques.
  • Configuring and troubleshooting issues related to the following technologies (and much more!): Windows Server, DNS, DHCP, VPN Clients, Group Policy, Folder Permissions, Firewalls, VMWare servers, Printers on Terminal/Citrix servers, Printer Servers, Office 365, Mac’s, workstation and network connectivity issues, Exchange Server, and Microsoft Office Applications and the latest versions of the Microsoft Office suite.
  • Collaborating with a great team to identify solutions to customer support requests and escalating to more senior team members or external resources as needed.
  • Learning a ton, being faced with new challenges every day, and gaining exposure to all of the most cutting-edge technologies. 

Job Requirements

Position Requirements:

  • A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry.
  • Strong technical aptitude and hands-on experience with the following technologies: Windows Server,  Exchange Server, Active Directory, Firewalls, DNS, DHCP, VMWare, Office 365, Microsoft Office Application and Microsoft Office.
  • Stellar communication and the ability to speak clearly and explain just about anything to anyone over the phone and/or in writing.
  • A true passion and drive for creating an unmatched customer service experience.
  • The ability to deliver excellence independently and as a team and excel in a fast-paced environment.
  • A strong desire to learn and focus to ensure we are helping our clients win with IT.
  • The availability to work flexible hours.
  • A Bachelor's Degree in a related field.
  • Industry certifications such as A+, Network+, MTA, MCSA-Office365, MCSA-Windows Server.
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