3rd Shift Service Desk Engineer

Description:

Hiring Immediately...

Support Desk Engineers (SDE) possess the experience, skill level and in-depth knowledge of the customer environment to effectively respond to general IT-related inquiries for Mpathic on behalf of our customer, a large National Managed Service Provider; they work efficiently in a structured environment, evincing a high and unvarying degree of professionalism and empathy. SDEs will possess exceptional oral and written communication skills, be proficient and consistent problem solvers, collaborate with other members of Mpathic and customer staff, and be able to think critically and listen actively.

The 3rd shift position for this SDE would be four 10-hour shifts, currently 12 PM-10:30 AM EST Wednesday through Saturday morning. It is critical that the SDE is present, with extremely high punctuality, for each scheduled shift. This position is part of the P1/P2 team that handles more urgent cases and alerts, and staffing is limited making shift reliability critical.

While the SDE is online they serve as after-hours support for clients who require 24/7 support. In addition to this, SDEs monitor the boards for alerts and cases that may come in showing any network or system issues at the customer?s locations. Investigation will then take place to determine, document, and resolve the cause of the alert, inform the customer, and if the issue cannot be resolved, then transfer to the appropriate department.

This is an hourly contracted position, and all work is performed from home. All equipment is provided by Customer, including a laptop, monitor, docking station, wireless keyboard, mouse and headset.

The initial training takes two weeks, including classroom and shadowing with the alerts and monitoring team. Initial training would be during the day, during the 8-5 shift. After that the SDE could potentially do 1-2 weeks of shadowing/reverse shadowing with the current third shift personnel.

Pay is competitive ($40K-$50K) and includes additional pay for personnel working 3rd shift.

Duties:
? Perform Microsoft Windows Server administration in an Active Directory environment for multiple organizations;
? Provide administration and maintenance of end users' computers and associated systems in various LAN/WAN environments;
? Isolate and resolve hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination thereof;
? Contribute to computer and network security using a variety of security-based software products and hardware appliances;
? Provide corporate networking and infrastructure device(s) support, especially as it relates to the end user devices;
? Provide 2nd and 3rd level contact and problem resolution to hardware, software and applications issues for customers;
? Explain computer and software operations to technical and non-technical users;
? Document, track and monitor the problem to ensure a timely resolution with our internal systems (RMM and case tracking systems);
? Serve as liaison between customers and external support staff to assure accurate problem interpretation. Maintain communication with customers during the problem resolution process;
? Work with third party IT vendors, providing management and oversight; and
? Perform all duties as assigned and follow documented procedures and policies.

Requirements:

Skills and Experience:
? Empathic Attitude
? Experience working as a Windows System Administrator or similar IT Service Desk role;
? IT customer service experience in a fast-paced help desk or customer contact environment;
? High School Diploma or equivalent required, college degree preferred;
? CompTIA A+, Net+, and Server+ or equivalent Certifications required
? Industry-standard certifications (Cisco, Microsoft, CompTIA) and related experience may be substituted in lieu of a degree;

Knowledge:
? Microsoft Products: Windows 7/10, Server 2012, 2016, 2019 Microsoft Exchange (on premise and O365);
? Email security (O365 and third party);
? Active Directory, including Azure AD, Azure Administration;
? Windows server roles, DNS, DHCP, RDS, etc.;
? PowerShell scripting;
? VMWare or Hyper-V;
? Remote management of PCs;
? PC hardware (laptops and desktops), printers, scanners, computer peripherals;
? Domain setup and maintenance;
? Office 365 administration and licensing;
? Creating and installing SSL certificates; and
? Strong interpersonal skills, ability to work autonomously and on a team

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