Help Desk Engineer for MSP Tier 2 Metro DC Area
Top-rated Managed IT Services (MSP) provider looking for a Tier 2 Helpdesk Support Engineer to join our Help Desk Services team.
All candidates should make sure to read the following job description and information carefully before applying.
3+ years proven experience working in a helpdesk environment and client sites providing Tier 2 helpdesk support and escalations.
Must be comfortable in a highly visible, fast-paced, multi-client, Managed IT Services Provider (MSP) environment. Advanced knowledge and troubleshooting skills.
The ideal candidate has strong hands-on technical experience across Microsoft Azure / SharePoint / Teams / Office 365 platforms with a keen business sense and exceptional customer service / client-facing skills, for mid-level commercial clients.
Must be able to work well and quickly, individually and as a team, to solve client issues. Excellent initiative, customer service, and communication skills.
Responsibilities :
- The Helpdesk Support Engineer will provide remote and onsite technical support to clients, serving as a trusted advisor and reacting promptly to support requests with rapid resolution.
- Experience providing technical support within Microsoft Azure, SharePoint, Teams, and Office 365, including support for desktops and laptops, printers, servers, software, and advanced networking utilizing remote access tools, chat and email support, telephone support, and onsite / field support.
- Resolve hardware and software-related issues utilizing existing education, training, and experience as well as manufacturer knowledge bases, documented fixes, and other technical articles.
- Properly escalate support requests to local team and / or service board that are out of scope or capability.
- Provide prompt after-hours support as part of the helpdesk on-call team for client emergencies involving hardware failure, outages, and other business-critical events.
- Create, update, and maintain written documentation, key network, and asset information securely and confidentially.
- Utilize ConnectWise RSM / PSA tool to create and update service tickets documenting all correspondence, work performed, referenced resources, and resolution procedures.
Must be able to pass a pre-employment drug screen and background check.
Technical Skills preferred : Windows Administration and troubleshooting, basic scripting skills, O365, Azure, Azure AD, AD, Intune, Autopilot, Multifactor / SAML / OKTA / AD Connect, Windows Server (2008 R2+), Windows 7 and later, Adobe, Firewalls, Backup software, VPN, Hyper-V, Cisco Routing, Switches, Networking, Cybersecurity, Citrix, SharePoint, and Teams / Teams Voice.
Bachelor's degree and / or Microsoft certifications.
Benefits :
- Medical / Dental / Vision Insurance
- Life insurance
- Paid time off (PTO)
- Retirement plan
Salary from $65k annually, commensurate with experience.
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