Help Desk Engineer


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Help Desk Engineer

We are seeking a Help Desk Engineer to perform Tier I/Tier II end-user technical support and network administration, maintenance, and troubleshooting services for our clients from within our office. Our Help Desk Engineers are part of our Service Delivery Team working in our Woodland Hills office with a role split between being highly customer service driven as well as needing to have technical chops. Our engineers are led by a seasoned Director of Client Service Delivery. As a Help Desk Engineer, your primarily responsible for handling and resolving Tier I/II service tickets in a professional and timely manner. This includes answering support calls, troubleshooting, researching, diagnosing, documenting, and resolving technical issues surrounding workstations, MS-Office applications, email, other special applications, and hardware/peripheral equipment. The ideal candidate will have experience both in professional consulting skills and technical skills. The goal is to ensure success for themselves and our clients.

Job Description

We are seeking someone with the following experience and skills:

  • 1-2 years experience providing Tier I/II remote support and troubleshooting in multi-server network environments, and troubleshooting client desktops for 25-150 users
  • Experience working directly with clients to satisfy ongoing requests
  • In depth knowledge and experience working with MS-Windows Workstations
  • Knowledge and experience with Office 365, MS-Exchange Server, MS-SQL Server, MS-Terminal Server, MS-IIS Server, and VMware a plus
  • Knowledge and experience working with switches, routers, firewalls, VPN's, managed AV protection, and other enterprise level network related hardware and software a plus
  • Ability to efficiently and effectively perform the technical requirements
  • Consistently provide high quality and FPA standardized professional services
  • Solid troubleshooting, problem solving, and analytical skills
  • Ability to prioritize effectively and work with a sense of urgency
  • Significant attention to detail
  • Professionalism, enthusiasm, and a great attitude
  • Excellent communication skills (both verbal and written)
  • Ability to work under pressure