Position:          Service Desk Engineer

Division:          Managed Services

Location:          OPKS

Possible interview material: One hour with variety of technical questions at granular level, specific. They may ask about Linux and Apache (basic understanding, can be learned though).  They will probably ask how to prioritize tickets, how to deal with difficult co-workers and what interests are 3-5 years down the road. Rob will as touch on troubleshooting with no network activity scenarios.  For example) I’ve got no internet please help solve my problem. 

Manager notes: This is not your typical IT Service Desk position!  Being a Managed Service Provider, our Engineers are challenged with various T1 and T2 end user, hardware/software and server issues that they troubleshoot both remotely and onsite for numerous clients. 

As of right now, we are looking for a service desk engineer that has the bones of a systems engineer.  To that aspect, we are looking for someone that has a diverse background in IT, can do workstation, server, switch, router, firewall, and software troubleshooting.  They do not need to be an expert in any of these fields, but having knowledge of navigation in these systems is extremely beneficial, due to the scope of work here at NetStandard.  Ideally, we are looking for someone with 2-3 years of experience in the Enterprise IT industry.

Position Summary: The Service Desk Engineer (SDE) is an experienced IT support technician working in a service representative capacity for a variety of clients. The SDE is responsible for first-line technical support of client-facing technology, such as PCs, smartphones, printers, productivity software, malware protection, password resets, handheld assistance, etc. Additionally, the SDE provides light system administration functions, such as creating/deleting users, managing groups, managing distribution lists, public folders and server/virtualization support, when needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provides first line end-user technical support via phone and email
  • Provides desktop and laptop end-user support for common Windows issues
  • Provides support for Microsoft Office and other common desktop software packages (Adobe, Zip, etc.)
  • Provides user account and email administration (password reset, account creation/disabling, distribution lists, etc.)
  • Provides remote printer administration and support
  • Works to troubleshoot isolated malware infections
  • Provides desk phone support (light administration)
  • Provides Mobile Device Management (MDM) support and administration (mail, calendar sync)
  • Coaches users on best practices and techniques to avoid simple issues
  • Works with the Data Services team to monitor and respond to events to ensure client system uptime and stability
  • Ensures change control and other processes and procedures are followed and that configuration documentation is completed when systems are deployed and/or modified
  • Detailed utilization and time tracking

 

JOB QUALIFICATIONS AND REQUIREMENTS:
A) Knowledge/Skill/Ability

An individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required:

  • Intermediate knowledge of desktop operating systems and configurations
  • Intermediate knowledge of administering server operating systems (Windows)
  • Intermediate level knowledge of Active Directory administration
  • Intermediate level knowledge of productivity software (Office, Outlook, etc.)
  • Intermediate level knowledge of Smartphone configuration (iOS, Android)
  • Intermediate level knowledge of email administration
  • Intermediate level knowledge of TCP/IP, networking (DNS, DHCP, PING)
  • Basic level experience of advanced concepts, such as virtualization, share storage, networking and thin-client technology
  • Analytical and process-oriented approach to issue resolution and assigned tasks
  • Intermediate level diagnostic method and skills in a variety of environments
  • Effective both independently and as a member of a team
  • Highly effective interpersonal and organizational skills
  • Effective verbal and written communication

B) Education

  • A minimum of 3 years of experience in Information Technology support experience  
  • A minimum of 1 year of experience in infrastructure/server support

C) Special Requirements

  • May be required to work off hour shifts on occasion and overtime as needed

D) Physical Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

  • Must be able to sit for extended periods of time, performing work on a computer
  • Must be able to periodically lift parcels weighing in excess of 50 pounds