Help Desk Engineer - Remote

Overview

The Help Desk Engineer position offers support to Managed Services contract clients, handling first-level ticket support and serving as the escalation point for more complex issues.

In Short

• Resolve problems reported to the call center by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Assist Level I technicians with escalated issues.
• Update and maintain Help Desk Documentation and knowledgebase articles.
• Work on tickets escalated by Level I engineers.
• Communicate with customers within the SLA timeframe.
• Configure/image desktops or laptops as needed.
• Continuously improve upon technical and soft skill sets.
• Regular attendance may require working on holidays.
• Research and contribute technical information to the internal knowledgebase.

Requirements

• 3-5+ years Technical Call Center/Help Desk experience.
• Comfortable with working on multiple open tickets simultaneously.
• Able to make decisions on service ticket resolution without supervision.
• Provide training to fellow team members and Level I engineers.
• Proficient in Windows Operating systems and MS Office applications.
• Basic knowledge of network technologies (LAN, WAN, wireless).
• Understanding of a domain/corporate IT environment.
• Familiarity with Security Applications.
• Associates Degree in Information Technology or equivalent experience.
• Relevant industry certifications preferred (e.g., CompTIA A+).

Benefits

• Competitive hourly pay based on experience.
• Opportunities for career advancement.
• Supportive team environment.
• Flexible working conditions.
• Training and development programs.