Engineer (Level 1)

• DAILY time entry accounting for at least 7 hours
• Adherence to SLA requirements for ticket resolution and related KPIs
• Respond to customer support tickets on the service board by triaging and prioritizing requests, communicating clear updates and ETAs, troubleshooting and resolving issues to completion, documenting work performed and time accurately, and escalating appropriately when scope, risk, or complexity requires additional resources.
• Answer Help Desk phones and provide initial support, escalating as necessary
• Participate in on-call support rotations as needed
• Check Backup Logs daily, update related tickets and escalate any failures
• Check Anti-virus twice weekly
• Create Antivirus True Up report
• Create Backup True Up report
• Create RMM True Up report
• Create Firewall Management True Up report
• Alerting
• Watch the consoles for new alerts
• Escalate as required
• Portal/RMM management
• Patching
• Complete the overnight patching schedule, review/monitor RMM automated patching
• Track to make sure patched machines come back online
• Create Patch True Up Report

Do you have experience in Desktop administration?, Engineers are typically entry level with less than two years of direct experience but a strong technical aptitude. This person is a good communicator and a person who can manage well when the client is in a pickle and really needs strong guidance. This person should be prompt and/or know the importance of communicating ETA’s to clients. Most importantly, this person should be eager to learn while following prescribed procedures., * Experience required with Windows desktop operating systems

• Experience with Microsoft 365 and admin functionalities
• Understanding of TCP/IP and troubleshooting Internet connectivity
• Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
• Working Knowledge of Wireless Technologies
• Ability to communicate clearly with clients both in writing and verbally
• Demonstrates customer empathy and an ability to deescalate difficult situations
• Strong attention to detail and task follow-through
• Optional: Mobile Devices, Server Hardware, Firewalls, Datto Security and Tool Stack, ConnectWise PSA

Credentials and Experience:

• New hire with limited certification requirements
• Eager to learn
• Takes direction from Senior Engineers + Management

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * Dental insurance
• Health insurance
• Paid time off
• Vision insurance