Service Desk Engineers are strong in all the most common and popular networking technologies. In addition to strong technical aptitudes, backed by at least 2 years of in the trenches experience, this person is a good communicator and a person who can manage well when the client is in need and really needs strong guidance. The pace and demands in this environment are usually much greater than an in-house position. This person should be prompt and/or know the importance of communicating critical information to clients. This person should be skillful at pre-project/work-briefings with each client on each project. This person should then be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange/Office 365, Internetworking, VPNs, firewalls, backup systems and more.

Position Responsibilities:

• Answer Help Desk phones to provide Level 1 & 2 remote phone support
• Log, document, and track incidents within ConnectWise Manage
• Track and record time worked throughout the day within ConnectWise Manage accounting for at least 8 hours daily
• Willing to occasionally be on call and/or work overtime, holidays, and weekends
• 20% Level 1 & 2 Phone Support / 80% Level 2-3 Escalation Support
• Documentation of Client Networks
• Configuration of standard Exchange/Office 365 clients including Outlook
• Installation, configuration, troubleshooting and customization of MS Office Suite applications per customer's preferences
• Network Server – Experience with Windows Server and Active Directory required
• Configure file, print, and remote access services
• Administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup
• Administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases
• Takes ownership of tasks and follows through to ensure complete resolution
• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Ability to provide accurate time estimates for how long a task will take
• Understands that the success of individuals is measured by the success of their teams
• Ability to quickly learn new technologies using self-study materials and intuition
• Ability to articulate technical information clearly and simply to non-technical people
• Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
• Is self-motivated and can be self-directed when necessary
• Enjoys sharing information, supporting others, and working on a team to achieve team goals

Knowledge, Skills, and Abilities:

• Experience required with Windows desktop operating systems
• Understanding of TCP/IP and troubleshooting Internet connectivity
• Experience with routers and firewalls
• Experience with Remote Desktop Services
• Understanding of relationship between switches, patch panels and connecting nodes to a network
• Understanding of DNS services
• Working Knowledge of Firewall Technologies – Meraki, SonicWALL, Unifi
• Working Knowledge of Wireless Technologies

Credentials and Experience:

• Engineer with two to four years’ experience
• Solid dependable engineer, follows directions and maximizes billing opportunities
• Consistently receives good client feedback

Job Type: Full-time

Pay: $50,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Shreveport, LA 71101

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