What are the responsibilities and job description for the Senior Help Desk Engineer position at TeamLogic IT?
Benefits/Perks
- Flexible Scheduling
- Career Advancement Opportunities
- Competitive Compensation
- People First Culture
Company Overview
If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That’s a good thing since technology is always advancing, creating an environment that’s fast-paced and dynamic. When you work for a local office, you’re part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
Summary
The Senior Help Desk Engineer's role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the role will be to respond to support requests in a timely manner, be the initial reference point for all IT support-related tickets, and ensure the satisfaction of the end-user, among other technical duties.
IT Engineers are expected to display good interpersonal skills as they will interact with colleagues from various departments, executive levels, and customers daily. The Senior Help Desk Technician will possess the ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills.
The Senior Help Desk Engineer works jointly with the internal team to provide escalation to incidents that require strong critical thinking skills and root cause analysis. The selected candidate will be results-oriented, self-motivated, energetic, professional, reliable, and a team player.
Distinguishing Factors
This position is distinguished from a Level I and Level II role by expanding the technical role and operational procedures with little supervision and direction and demonstrating a high level of independent decision-making abilities. This involves working directly with customers, monitoring backups, providing advanced troubleshooting assistance to clients and other IT Support Engineers, determining best practices and standard computing procedures, and fostering good communication between TeamLogic IT and their clients. The Senior Help Desk Engineer addresses customer computing needs and resolves assigned service requests, monitors site performance and up-time through ongoing customer communication and feedback. The position recommends and initiates process improvements to maximize operational efficiency, supports a variety of advanced projects and tasks, helps lead, mentor, and coach other IT Support Technicians while also demonstrating a high level of proficiency with regards to company concepts, practices and protocols.
Senior Technician Responsibilities:
- Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
- Provisioning and system setup for new hires using Autopilot.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Leverage RMM and diagnostic utilities to aid in resolving support requests.
- Firm understanding of a PSA service desk
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
- Installing and configuring hardware and software components throughout various network infrastructure devices.
- Install, oversee, and configure endpoint protection.
- Entra ID advanced proficiency.
- Intune advanced proficiency.
- Microsoft 365 advanced proficiency.
- Microsoft Azure cloud management and oversight.
- Server administration via Active Directory, File & Print services, DNS, DHCP.
- Network firewall, switch, and router administration and maintenance.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Establishing good relationships with all departments and colleagues.
- Ensuring company safety and security standards are met.
- Network and server solution design and architecture.
Senior Help Desk Technician Requirements:
- College diploma or university degree in the field of Computer Science and/or 5 years equivalent work experience.
- Previous Managed Services Provider experience
- Advanced experience with desktop and server operating systems including Windows 10/11, Server 2016, 2019, 2022, and Mac OS.
- Network Certified
- Microsoft 365/Azure Certification(s)
Our growth isn't measured in numbers; it's an investment in aligning with the best talent.
If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That’s a good thing since technology is always advancing, creating an environment that’s fast paced and dynamic. When you work for a local office, your part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
We’re Committed to a People First Culture
Our philosophy is to support small and medium sized businesses across the country, so they perform better, grow faster and achieve more. As a result, we are constantly providing our teams with the highest level of support, training and career advancement opportunities in an industry that is constantly evolving.