
L3 Helpdesk Engineer
2 weeks ago
An experienced IT professional responsible for providing advanced technical support and troubleshooting for end-user devices (desktops, laptops, mobile devices, printers, scanners), software applications, and company infrastructure, including Office 365, G Suite, Windows Server environments (2016/2019), and various cloud solutions. Key duties include managing help desk tickets, ensuring timely and effective communication, supporting network setup during onboarding or projects, and acting as a Level 3 escalation point.
The role also involves collaborating with vendors, implementing SaaS solutions, addressing infrastructure alerts, and contributing to continuous process improvement within the IT department.
JOB RESPONSIBILITIES- Troubleshooting issues related to End User Devices including but not limited to: Desktops, Laptops, Mobile Devices, Printers, Scanners, Vendors, Applications, Wi-Fi and more.
- Troubleshoot issues related to Company Infrastructure such as Office 365, G Suite, Windows Server Environments (2016, 2019), Cloud Infrastructure (Cloud File Storage, Cloud authentication)
- Follow proper company procedures such as response time, escalation, communication, and documentation.
- Properly handle your ticket workspace in the help desk system - everything clean, updated, resolved properly, and generally done aesthetically
- Provide constant communication proactively to avoid customer frustration or long time on their computers during working hours.
- Setup of networks during client onboarding or an a la carte project
- Provide level 3 escalation point for help desk
- Work with vendor technical support to resolve issues or implement new solutions
- Implement SaaS solutions as needed
- Attend to infrastructure issues discovered by NOC
- Document and improve department processes
- 7+ years of IT Experience (Desktop Support, Systems Engineering, Systems Administration)
- Helpdesk MSP experience
- Familiarity with RMM and PSA tools (e.g., Datto, Kaseya, NinjaOne, Halo, ConnectWise, Autotask).
- End User Support / Desktop Support: Microsoft Windows, Microsoft Office, desktop and mobile device troubleshooting, Deployment, MDM
- Support of Cloud products: Office 365, SharePoint / OneDrive, Azure, Google
- Systems Administration: Knowledge of Microsoft Windows Server Platforms (DC, FS, TS, Print, IIS) as well as Active Directory, Group Policy, Basic Exchange Server, Basic SQL Server,
- Support of BDR Products: Veeam, Azure, Local NAS
- Support of Cybersecurity products: Barracuda, Webroot, Ironscales, Axcient, Spanning
- Basic understanding and Support of Storage and Virtualization platforms: NAS OS, Dell Equallogic, Hyper-V, VMware
- Understanding of networking: TCP/IP, LAN / DMZ / WAN, DHCP, DNS, Routing, Switching, VPN and Firewalls
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
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