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Helpdesk Support (Tier 1/1.5)

Prosum, El Segundo california

Job Overview

The Help Desk Engineer is a Tier-2 technical position within Prosum' s Managed Services division.  The Help Desk Engineer is responsible for handling first and second level support of service requests/incidents in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, operating systems and vendor specific hardware and software.

Basic Functions
  • IT Support relating to technical issues involving Microsoft’ s core business applications and operating systems.
  • Support of disaster recovery solutions.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • System documentation maintenance and review in ConnectWise.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Duties and Responsibilities
  • Maintain a high degree of customer service for all support incidents and adhere to all service management principles.
  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests while meeting or exceeding SLA metrics.
  • Ability to work in a team and communicate effectively.
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Escalate service requests that require engineer level support.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Enter all work as service tickets in ConnectWise
  • Document all incidents into our ticketing system
  • Adhere to Standard Operating Procedures located in our Knowledge Base
  • Respond to phones and be proactive in our ticketing system
  • Resolve issues through client interaction occasionally and/or using remote support tools
  • riage issues to determine appropriate escalation

Educational, Qualifications and Skills
  • Bachelor’ s Degree in Computer Science or Information Systems preferred
  • Microsoft certification highly desirable
  • 2-5 years of experience in IT with emphasis in the Managed Services field, working in a structured support environment including managing support tickets, diagnostics, escalation routines, and issue resolution closure
  • Experience with service desk management tools (Automate/Labtech, ConnectWise Manage, IT Glue)
  • Familiar with standard desktop and server applications and backup software
  • Strong knowledge of Microsoft based operating systems Windows 7 &10 and with emphasis on Windows Server 2008 – 2016.
  • Experience with using and troubleshooting Outlook/O365 and Office applications within a network environment (permissions, calendar sharing, delegation, administration)
  • Working knowledge of Active Directory and Exchange Servers
  • Experienced in PC hardware set-up, imaging, configuration and troubleshooting
  • Intermediate knowledge of network protocols, configurations, and maintenance.
  • Working knowledge of server hardware - Dell, HP, etc.
  • Advanced understanding of operating systems, business applications, printing systems, and network systems.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Self-motivated with the ability to work in a fast moving environment.
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