Service Desk Engineer

Summary

The job involves providing remote technical support to Dataprise customers in a 24x7x365 environment. The role requires strong customer service skills, flexibility, and technical knowledge. The company offers a casual work environment, growth opportunities, wellness programs, DEI initiatives, work-life balance, competitive pay, and comprehensive benefits.

Requirements

• A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry
• Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues
• The ability to control difficult conversations and manage client expectations
• Sound judgment and decision-making skills to be able to independently make decisions that affect customers without always being able to consult with a supervisor
• The ability to deliver excellence independently and excel in a fast-paced, occasionally high-stress Service Level Agreement (SLA) driven environment
• The ability to perform a variety of duties, often changing from one task to another of a different nature
• The ability to maintain concentration and focus in a collaborative, open work environment; working within close proximity to peers with varying noise levels and interruptions
• Strong attention to detail so work is accurate and complete
• The availability to work flexible hours, which may include night shifts and/or weekends

Responsibilities

• Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, chat to ensure courteous, timely, and effective resolution of end-user issues
• Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way
• Record, track, and document the service desk incident within the Service Desk application
• Collaborate with other members of the team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed
• Provide first-tier support to end-users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, or basic application and hardware troubleshooting

Preferred Qualifications

• An Associate or Bachelor's Degree in Computer Science/Engineering or related field preferred
• Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional

Benefits

• Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities
• A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program
• A focus on work/life balance including telecommute options, 10 paid holidays and 3-5 weeks of PTO
• Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match