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Level 3 Service Desk Engineer

As a Level 3 ServiceDesk Engineer, you will play a pivotal role in providing exceptional technical support to our clients while taking the initiative to improve efficiency and drive proactive solutions. You will diagnose and resolve software issues within a predominantly Windows environment, offer assistance with Mac-related concerns, and address networking challenges. This role involves collaborating closely with clients, team members, and support teams to ensure timely incident resolution and exceptional customer satisfaction. Additionally, you will contribute to technical projects, mentor junior technicians, and demonstrate expertise in a wide range of IT areas.

Job Details:

Level 3 ServiceDesk Engineer

Work from Home

Training Schedule: Monday to Friday, 8 PM to 5 AM (1-2 weeks)

Work Schedule: Monday to Friday, 8 PM to 5 AM (with the possibility of after-hours and on-call rotation)

Responsibilities:

·Be a hero to our clients by offering outstanding technical support and ensuring their satisfaction.

·Identify and implement proactive solutions to enhance efficiency and effectiveness.

·Diagnose and resolve software issues on Windows Workstations and Servers, with occasional Mac support.

·Perform software installations on Windows systems, including both workstations and servers.

·Maintain comprehensive records of client interactions and issues using the ConnectWise ticketing system.

·Manage user accounts within the domain, including adding and deleting users.

·Address basic networking issues and troubleshoot email-related problems, including spam protection, Outlook, and email archiving.

·Research, test, and deploy new technologies to optimize IT operations.

·Create and maintain Standard Operating Procedures (SOPs) for documentation and knowledge sharing.

·Escalate critical incidents within 15 minutes of being unable to resolve a ticket.

·Prioritize and manage incident and request expectations within the schedule defined by the Service Desk Manager.

·Collaborate with clients, team members, and support teams to gather incident details and requirements.

·Perform daily preventative maintenance on peripheral devices, such as scanners.

·Contribute to client project tickets and participate in an on-call rotation for urgent client issues.

·Act as a technical lead for projects and provide guidance to junior technicians.

·Build, migrate, and configure domains from the ground up, including server and firewall setup.

·Design and implement domain group policies and Azure policies.

·Set up and configure Microsoft 365 tenants, including security settings.

·Troubleshoot advanced networking issues involving Layer 2/3 switching, firewalls, and wireless systems.

·Design and deploy high-quality commercial-grade wireless infrastructure.

Qualifications:

·Minimum of 7 years of relevant experience in IT support, preferably within an MSP environment.

·Proficient knowledge of Windows OS and MS Office applications.

·Strong understanding of server architecture and networking principles.

·Experience with network management and monitoring tools (RMM, etc).

·Ability and willingness to proactively learn and adapt to new technologies.

·In-depth understanding of DNS, DHCP, and troubleshooting connectivity issues.

·Proficiency in Microsoft 365 environments, including tenant setup and maintenance.

·Familiarity with tools such as Auvik, Unifi, SonicWall/GMS, Threatlocker, Nessus, and SentinelOne.

·Knowledge of compliance standards (CMMC, NIST, PCI) is a plus.

·Advanced proficiency in maintaining Windows Active Directory.

·Expertise in routers, managed switches, and networking devices.

·Strong competence in managing Microsoft Server Operating Systems and Networks.

·Advanced knowledge of Microsoft Workstation Operating Systems and Applications.

·Intermediate knowledge of Microsoft Azure.

·Intermediate knowledge of Hyper-V and/or VMware virtualization.

·Demonstrated problem-solving skills for complex technical issues.

·Excellent communication skills, both written and verbal, with the ability to explain complex concepts clearly.

·Strong sense of ownership, initiative, and commitment to high-quality results.

·Ability to multitask, adapt to changes, and work under pressure.

·Willingness to develop professionally and train in related subjects.

·High level of confidentiality and ethical standards.

·Availability to work after hours and participate in an on-call rotation.

·Resourcefulness, strong problem-solving aptitude, and attention to detail.

·Strong organizational skills and self-motivation.

·Effective documentation skills and proficiency in using email for communication.

·Ability to maintain contact with clients until incidents are resolved.

·Strong customer relationship skills and the ability to build positive collaborations.

·Capability to lead a team and work with minimal supervision.

by Garegin Hakobyan