Service Desk Engineer II

SUMMARY The Service Desk Engineer II is part of a team of engineers who are responsible for establishing good rapports with clients and delivering reactive level 2 end user support and setting client expectations per Service Level Agreements. The Service Desk Engineer II - Hybrid - is responsible for handling support of service requests in a professional and timely manner at client locations. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software. JOB RESPONSIBILITIES Technical

Responsibilities: Provide remote support. Higher-level remote support may be needed with assistance from Engineers from our office. Log, document, and track incidents through ConnectWise Manage. Track and record time worked throughout the day within ConnectWise Manage accounting for at least 8 hours daily. Monitor and hit weekly key performance indicators (KPIs). Provide detailed explanations to end users after completion of work and ensure they are satisfied. Provide phone and remote support from either our office or home office (with approval). Aid Professional Services team as assigned. Ability to pay close attention to detail while performing technically detailed tasks. Ability to deal effectively with stressful situations. Audit documentation & tool sets as outlined by Service Desk Lead. Take ownership of tickets, seeing them through to closure, escalating tickets and issues where necessary to level 2 or 3 Professional Services Engineers utilizing established escalation procedures. Diagnose and resolve a wide range of technical issues remotely over the phone. Prompt response time according to our SLA (Service Level Agreements) for all phone and service request tickets. Interact with third party vendors, ISP, Cloud Services to move issues towards completion. Occasionally assist with level 1 related items depending on Engineering availability. Other duties as assigned based on level 2 competency. Non-Technical

Responsibilities: Consistently provide exceptional customer service in alignment with the company's values focused on communication and demonstrated through intentional action. Communicating problems, updating tickets, shift hand-off and follow-up activities with the Engineering Manager or Service Desk Lead. Must be able to work independently on issues and assignments and report daily progress to the Service Desk Lead and Dispatch. Collaborate and share information and ideas with other members of the Service Desk. Accurately translate client requests/issues to technical standards. Coordinate scheduling, service calls, and assignments with Dispatcher and Engineering Manager or Service Desk Lead. Diplomatically manage customer's expectations and remain composed under pressure. MUST effectively communicate technical ideas and instructions to non-technical end users without sounding pretentious, while maintaining a positive perspective. Identify trends and recurring issues in reactive service and report them to Engineering Manager or Service Desk Lead. Monthly meetings with the Engineering Manager or Service Desk Lead to check goals and expectations. Complete End of Day Reports and submit them to the Engineering Manager or Service Desk Lead. Communicate SLA information to clients when requested. Maintain and submit up to date Time Entries and Expenses for billing purposes. Participation within the after-hours emergency standby rotation, starting after a 90-day probationary period. Targeted Time Allocation: Twenty percent (20%) of this position’s time is to be allocated to non-billable internal tasks, tickets, and administrative tasks. Including, but not limited to: Time entry, expense reports, training, meetings, documentation, etc. Eighty percent (80%) of this position’s time is to be allocated to billable tasks. Including, but not limited to: Returning calls, resolving service tickets, and responding to electronic inquiries. QUALIFICATIONS Minimum of 5 years’ experience within relevant IT field. Preferred but not required: Bachelor’s degree in computer science, information sciences, or a related field. Knowledge of Microsoft Office applications, as well as all recent Windows operating systems. Base understanding of Active Directory, Group Policy, and advanced network concepts. Ability to compile, organize, and analyze complex data. Excellent oral and written communication skills. Excellent organizational and analytical skills; able to work on multiple tasks while meeting deadlines. Meticulous; can follow and implement company procedures and policies. Steady while under pressure; must manage stress with grace. Must be willing to submit to a background check at time of application. Knowledge, Skills, and Abilities Experience required with Windows desktop operating systems. Mac OS is not required but recommended. Understanding of TCP/IP and troubleshooting Internet connectivity. Experience with Remote Desktop Services. Understanding of the relationship between switches, patch panels and connecting nodes to a network. Working knowledge of wireless technologies. Understanding of printers and how to troubleshoot various issues related to printing. Understanding of other hardware/devices and how to troubleshoot various issues related to hardware. Familiarity/past use of ConnectWise Manage PSA is preferred. Ability to work various shifts and occasional overtime to ensure Service Desk coverage. JOB REQUIREMENTS Should be willing to accept a long-term work-from-home arrangement. Should be amenable to a permanent night shift schedule.