About the role:
Service Desk Engineers work as part of our Technical Engineering Center (TEC) in providing remote technical support to Dataprise customers in a 24X7X365 environment. In this position, you’ll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount!
***Please Note: This position shift is Monday-Friday; 12:00pmEST-9:00pmEST***
Why Dataprise?
- An employee-focused organization with a “work hard/play hard” culture including a unified mission, strong relationships, and opportunities to build a career.
- Exponential growth opportunity through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees.
- 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 hybrid and remote work options, 10 paid holidays, and 3-5 weeks of flexible 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.
- An opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals out there.
What you’ll do:
- Provide telephone/email technical troubleshooting support to the entire Dataprise customer base of about 1,000 small-medium sized businesses. Our customers require IT support ranging from supplemental support to total IT management.
- Perform advanced troubleshooting and resolving various technical issues related to computer hardware and software problems.
- Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.
- Log accurate and detailed case notes within the Dataprise ticketing system.
- Serve as technical escalation point of contact for Level 1 Service Desk Engineers.
- Recognize, predict, and communicate potential issues and possible failure points in client systems and processes.
- Configure and troubleshooting end user issues related to the following technologies: Windows Server, Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, and Microsoft Office Applications.
- Following up on open tickets, keeping the clients informed of any updates to their tickets along the way.
- Keep client documentation up to date as needed.
What skills and experience you’ll need:
- A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry.
- Strong technical aptitude and advanced hands-on experience with the following technologies: Windows Server, Exchange Server, Active Directory, Firewalls, DNS, DHCP, VMWare, Microsoft 365, Microsoft Office Application and Microsoft Office; hands on experience with Citrix, Mac’s, and Small Business Server preferred.
- 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 diffuse potentially difficult situations with angry or unpleasant clients on a regular basis.
- Sound judgement 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 capability to perform a variety of duties, often changing from one task to another of a different nature.
- Can maintain concentration and focus in a collaborative, open work environment; working within close proximity to peers with varying noise levels and interruptions.
- A strong attention to detail so work is accurate and complete.
- The availability to work flexible hours, which may include night shifts and/or weekends.
- A Bachelor's Degree in a related field preferred.
- Industry certifications such as CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional.
Compensation:
- We are committed to maintaining a positive work environment by ensuring that compensation across the Company is managed in a competitive, consistent, and fair manner. Each employee will be compensated in line with their specific scope of responsibility, skill level, and educational background, in addition to the projected impact on the success of the Company.
- We have a comprehensive Compensation Management System which establishes the guidelines we use in making compensation decisions and is comprised of compensation policies, salary structures, salary grades, incentive target guidelines, job descriptions, and career charts.
- This position’s Salary Range is $55,000-$65,000 (NOTE: this is the range at the national average level; specific salaries offered will be adjusted higher/lower due to the local labor market of the candidate. Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related reasons).
Dataprise Diversity Commitment:
At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!
Dataprise is an Equal Opportunity Employer.
