NOC/ Help Desk Engineer- Level 2

Key Areas of Responsibility

 Perform routine onsite helpdesk services.

 Plan and implement solutions using the latest technology.

 Deploy workstations, printers, switches, servers, backup appliances, wireless networks, etc.

 Configuration, management, and troubleshooting routers, switches, and firewalls.

 Provide innovative technical solutions to complex hardware and software problems.

 Provide detailed and effective communication to internal and external customers.

 Clearly and concisely articulate problems and solutions for issues to clients over the

phone, via e-mail, and in person.

 Serve as technical point of contact on customer engagements and internal projects.

 Complete projects and tasks on-time and within budget.

 Understand SLAs in a production environment and proactively strive to meet them.

 Review assigned service requests daily, following up and providing status updates to

clients; ensure data pertaining to the status of service requests is entered into the ticket

tracking systems accurately and promptly to provide an up-to-date picture of service

delivery status and backlog.

 Assist the Managed Services team with support requests such as helpdesk, NOC,

backup, and alerting, during downtime.

 Assist the Break/Fix team with diagnostic, repair, and replace services, during downtime.

 Other duties as assigned.

Minimum Qualifications

 Bachelor’s degree or equivalent experience.

 Experience with Windows Server 2012, 2016 & 2019

 Experience with tools such as spam filters, antivirus/EDR, email backup, and email

archivers.

 Experience with Office 365 and Azure.

 Experience with switches, routers, firewalls, and wireless access points.

 Experience with physical server and storage management.

 Clean driving record and able to be added to the company vehicle insurance policy.

 Ability to lift a minimum of 50 lbs.

 Sense of urgency.

 Ability to work independently with minimal direction.

 Experience with ticketing and asset management systems.

 Ability to handle multiple tasks and priorities.

 Exceptional oral, written, and documentation communication skills.

 Critical attention to detail and solid creative problem-solving skills.

 Ability to consistently follow policies and procedures.

Preferred Qualifications

 VMware ESXi and Hyper-V management.

 Experience with RMM tools such as Datto Autotask.

 Experience with Barracuda email security solutions.

 Experience with Datto backup or other related tools.

 Experience with Auvik network management or other related tools.

 ITILv4 Foundations certification.

 Microsoft 365 or Microsoft Azure certifications.

 Windows Server 2012 certifications.