We are looking for a Helpdesk L2 Support Engineer, to join our team.
We are a growing IT Managed Security Service Provider/Managed Service Provider (MSSP/MSP). We help our clients realize technology improvements in their organizations, assist in regular maintenance and troubleshooting (help desk), and lead projects that touch upon all aspects of small to medium size business IT systems. Our company's mission is to provide a holistic customer service focused approach to small business IT management and day to day IT help desk support.
VERY Important! This POSTITION IS HYBRID REMOTE (ON-SITE to client sites as needed in Columbus Ohio).
About the Position:
This position encompasses a broad range of responsibilities. Our ideal candidate is a self-starter with experience in multiple aspects of IT support (desktop, server, network, cloud) and is very customer service focused. Customer service skills are VERY important to us. Our clients are mostly Medical and legal offices and they rely on us for complete management of their IT systems, in addition to daily support. In this position you will help our clients with things like:
- Troubleshoot and resolve end user, network and software issues
- Resolve and document issues
- Escalate to senior engineers
- Assist clients with the installation, configuration and ongoing usability of workstations, peripheral equipment and software
- Perform regular preventative maintenance checks
- Diagnose system emergencies when they arise and persevere until they are resolved
- Setup of new user profiles and software installation
- Work with vendor representatives to resolve software and hardware issues
- Install and/or upgrade Microsoft Operating Systems
- Follow defined processes and standards
- Review security parameters with clients and make recommendations on changes according to our standards and processes
- Work on projects (i.e. system migrations, virtual server configurations with high availability, server and firewall installations, VPN tunnel configuration, SAN setups, etc.)
- Participate in project planning, and solution delivery.
What does a "Typical Day" in this position look like? A typical day would be grabbing support tickets from the queue that require troubleshooting knowledge. We have NO L1 engineers!
Desired Skills and Experience:
- Microsoft 365 and Microsoft Azure experience
- Ability to learn and retain new technology skills and troubleshooting processes
- Must be a team player and enjoy a fast-paced environment
- Ability to multitask and effectively prioritize client issues
- Hands-on experience with troubleshooting Windows products, VPN's, performance issues, peripherals, and M365
- Successful completion of designated MS Certifications
- 3+ years of solid MS Windows experience
- Excellent problem-solving and customer service skills
- Excellent written and verbal communication skills
- MSP specific experience REQUIRED
Benefits:
- Influence our growth and direction in a cooperative environment
- Friendly, fast-paced working environment
- Great opportunity to work closely with experienced IT consultants
- Exposure to wide variety of cutting edge technologies.
Compensation:
- Starting at $60,000+ DOE
- Full time w2 position (not contract).
- We offer Vacation and Great Health benefits
Job Type: Full-time
Pay: From $60,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Columbus, OH 43215