Helpdesk Engineer

Engineers at RetroFit are responsible for the development and delivery of our technical offerings. This position works in our Network Operations Center as a Level II Help Desk Engineer. Engineers at RetroFit are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging projects and service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills. The position is based in Boston and requires the ability to travel to Boston daily.Key Areas of ResponsibilityPerform routine remote helpdesk services.Manage/Log and Follow up on Help Desk tickets in a timely mannerRespond to customer issues via phone, email and computer chatDocument in RMM all customer interactionsRun diagnostics to resolve customer reported issuesEscalate issues to the next Tier with next level of difficultyInstall, make changes and repair computer hardware and softwareFollow-up with customers to ensure issues are resolvedTroubleshoot software problems, email issues, password resets, malware infections, memory conflicts, configuration issues, etc.Diagnose, troubleshoot and resolve client issues with hardwareExperience with Windows 2012, 2016 & 2019 Server rolesInstalling, troubleshooting and managing Microsoft products (Windows 7/10, and MS Office application suite)Experience with Office 365 and cloud solutions.Experience troubleshooting email related issuesThorough understanding of client/server applications architectureMinimum QualificationsBachelor’s degree or equivalent experience.Experience with Windows Server 2012, 2016 & 2019Experience 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.Valid Drivers License with 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 QualificationsVMware 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.Company DescriptionWho We AreRetroFit Technologies is a private held, Women Owned Business. We are a full-service IT Managed Services company providing IT Security Solutions, End-User Help Desk, Professional Services and Field Services.At RetroFit Technologies, you’ll love where you work, who you work with, and how your day unfolds. We empower you to do great work in a company with over 40 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision and grow with us.

Salary : $25 - $28