[Remote] Service Desk Engineer
Note: The job is a remote job and is open to candidates in USA. NexusTek is a remote IT service provider seeking a Service Desk Engineer to join their team. The role involves providing tier I and tier II technical support, diagnosing and resolving hardware and software issues, and maintaining high levels of customer service.
Responsibilities
- Diagnose, research, and resolve Tier 1 and Tier 2 technical hardware (printer, computer, peripherals) and common software issues
- Assist users that may be locked out of computing devices, cloud services, or other applications
- Direct unresolved issues to the next level of support personnel
- Maintain the highest possible level of customer service
- Work with vendors to provide clients with updates on ISP outages or vendor support issues
- Assist with the upkeep of client environment documentation
Skills
- Proactive and independent technical expert who performs a variety of tier I and tier II technical support responsibilities, requiring a thorough working knowledge of information technology and remote desktop support
- Skilled communicator on all levels and dedicated to providing top-notch customer service
- Meticulous attention to detail shown through timekeeping, documentation, execution of the technical work
- Diagnose, research, and resolve Tier 1 and Tier 2 technical hardware (printer, computer, peripherals) and common software issues
- Assist users that may be locked out of computing devices, cloud services, or other applications
- Direct unresolved issues to the next level of support personnel
- Maintain the highest possible level of customer service
- Work with vendors to provide clients with updates on ISP outages or vendor support issues
- Assist with the upkeep of client environment documentation
- Hands-on experience with the following technologies: Citrix, O365 (Intune, SharePoint, Exchange Online, etc.), QuickBooks, Sage, COTS products (commercial-off-the-shelf), Microsoft Windows Server 2016 to present, Microsoft Windows 10 to Present, Microsoft Remote Desktop 2008 to Present, Citrix Receiver, Active Directory, DNS, DHCP, O365 (Azure, Intune, SharePoint, Exchange Online, etc.), Printer Administration (Configuration, deployment, and troubleshooting), Basic Email filtering such as Barracuda, Scan to email configuration, PC Hardware Troubleshooting, Mac OS configuration, VPN Client Configuration (Windows, SonicWall, Meraki, Cisco)
Benefits
- Four weeks of annual accrued PTO
- Seven paid national holidays
- Medical, dental, vision options
- Company-paid life insurance, short and long-term disability
- Voluntary benefits such as critical illness and accident
- Voluntary Legal Shield and identity theft protection
- Discretionary annual 401k match plan
- Generous employee referral bonus plan
- Employee Assistance Program
- Access to over 90,000+ courses in ADP My Learning
- StandOut employee engagement tools
- Eligible to apply for a Pluralsight license
- Eligible to apply for NexusTek Technical Academy or Leadership Academy
Company Overview
Company H1B Sponsorship