IT Support Engineer (Helpdesk)

IT Support Engineer (Helpdesk)                                                  $75,000-$85000

Our client is a managed IT provider that provides our clients a fully managed IT solution that includes; technology consulting, reactive support, and project management/implementation. They are looking for a rock star IT Support Engineer to join the team! 

Job Description:

This position is a part of our support team. As a member of this team, you will be the first line of defense and jack of all trades for our clients. This position is the voice, personality, and day to day hero of our end users. You will respond to end user tickets and requests, with the goal of resolving any and all issues they might experience while providing excellent customer service.

Responsibilities:

• Must currently reside in Rhode Island or Southeastern MA. No relocation package will be provided
• Provide remote (and occasionally on-site) technical support to clients
• Review and update documentation for clients and processes
• Manage client expectations and provide excellent service
• Utilize team resources and tools to efficiently solve issues
• Follow our service delivery processes
• Engage vendors to drive resolutions for third party apps
• Identify the root cause and execute a plan to permanently resolve it
• Recognize recurring issues and patterns for discussion and remediation
• Participate in our rotating on call schedule for after hours and weekends
• Keep accurate notes and time sheets

Required Qualifications:

• Applicant must have a strong Windows Server and Desktop background and a solid understanding of networking.
• 3-5 + years of experience in a similar role
• Experience with all windows server and desktop versions and migration experience
• A solid understanding of SANs, virtualization, and networking
• Windows Server (all versions)
• Terminal Server
• Exchange
• Active Directory / Group Policies
• Virtualization (predominantly with HyperV)
• Cloud Hosting Concepts / Azure
• Remote Access
• Office 365
• Desktop Operating Systems
• Routers, Switches & Wireless
• Firewalls (SonicWall and Fortinet)
• Virtual Private Networks
• Networking - TCP/IP routing & subnets
• Printers
• DHCP / DNS
• Virus / Malware removal
• Backups
• Mobile Devices
• Hardware / Software upgrades