Help Desk Engineer

Are you a dynamic self-starter who is passionate about solving technical challenges? We are growing our Help Desk team and looking for engineers who excel in a collaborative atmosphere, embrace new challenges, and are dedicated to providing outstanding customer service. In this role as a Help Desk Engineer, you would serve as the first point of contact for technical issues with our customers.

Our Managed Services practice offers a full range of services, whether a client has an existing IT department that is looking to offload certain IT functions, or if a client needs a full-service IT department to manage it all, we've got them covered. Inquire today about this exciting opportunity to take your career to the next level!

Due to business needs, this hybrid role is open only to candidates located in New England

Some responsibilities include but not limited to:

• Serves as a first point of contact for all technical support issues
• Accurately diagnose, prioritize, troubleshoot and resolve hardware, software, and network issues to provide immediate support to customer end users
• May travel to client sites and Focus' office(s) as requested
• Guides customers through step-by-step solutions and document the process for reference and quality assurance
• Monitors ticketing system and ensures tickets are addressed in a timely fashion
• Provides remote support to customers over the phone using remote assist tools
• May triage between customers and vendors to assist in resolving customer issues with hardware, software, communications (networks/ISP's), phone systems, PDAs, and desktop applications
• Balances high volume of requests/issues with a sense of urgency, tact and diplomacy while meeting deadlines/expectations
• Assumes flexibility with rotating schedules providing on-call support and 4×10 work schedule, as assigned
• Applies technical knowledge and systems/software expertise to identify root cause of issues and responding and articulating solutions
• Collaborates with teammates to further develop self-knowledge of technology while also supporting teammates to meet or exceed customer solutions
• Tracks requests and solutions, delivering metrics, establishing trends and outliers, delivering standard reports for management review periodically
• Addresses customer needs and concerns appropriately and promptly, escalating tickets to the appropriate team member as needed
• Participates in external and internal meetings to provide technical expertise, as needed
• All other duties, as assigned

• Level 1 help desk experience required
• Strong knowledge and proficiency with Microsoft Office products (Word, Excel, PowerPoint), networks and systems such as HP and Dell
• Experience with LAN, WAN, and WLAN technologies
• Knowledge in implementation and troubleshooting network devices
• Configures and troubleshoots VPNs for end user access
• Technical knowledge of storage, virtualization, and compute across multiple vendors
• Experience working with diverse environments
• Demonstrated positive and professional interpersonal skills, as well as strong written and verbal communications skills
• Exceptional customer relations skills to engage and service customers effectively based on the company's values
• Strong organizational, multi-tasking, detail-oriented and time management skills
• Consistently maintains a high attention to detail
• Works independently and collaboratively to resolve problems and manage demands on time and deliverables
• Strong documentation skills
• Adaptability to changing priorities, as needed
• Positive teamwork skills
• Maintains a high level of confidentiality, professionalism and a courteous demeanor, * 1+ year of experience working in network administration or a Help Desk role with a Managed Services Provider
• Experience with Microsoft Office 365
• Industry technical certifications a plus
• High School Diploma or college courses/certificates in related field (business, computer science, information technology)