Support Desk Engineer
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Job Location:
Virginia Beach, VA - USA
Monthly Salary:
$ 50000 - 60000
Experience Required:
0-4years
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
We are seeking 2 dedicated Support Desk Engineers for a full-time direct hire opportunity. This role is crucial for ensuring client satisfaction at Endurance IT (EIT). The Support Desk Engineer will uphold EITs company standards and core values while delivering exceptional support from a remote call center environment. The primary objective is to ensure timely incident resolution and superior customer service. Reporting to the Support Desk Manager the Support Desk Engineer must perform each essential function satisfactorily and possess an in-depth knowledge of the EIT client base.
Responsibilities
- Provide professional timely and polite support to all clients.
- Maintain in-depth knowledge of tools and ticketing procedures.
- Follow standard help desk protocols and guidelines.
- Identify troubleshoot and resolve computer and network-related problems.
- Understand client Line of Business (LOB) applications and associated third-party vendors.
- Stay current with system information and IT updates.
- Manage incoming phone calls maximizing availability and minimizing missed calls.
- Resolve an average of 10-12 tickets per day.
- Maintain accurate ticket statuses and report time worked.
- Record all troubleshooting efforts and communications on tickets.
- Ensure SLA timelines are met and follow escalation procedures.
- Collaborate with co-workers and team leads for speedy resolution.
- Review and update assigned tickets daily.
Qualifications
- High School Diploma or GED.
- 2 or more years of experience in network/IT systems and troubleshooting steps.
- Proficiency with information technology regarding both hardware and software.
- Working knowledge of Microsoft server and desktop operating systems specifically Server 2016 and above
- Working knowledge of Windows 10 and above.
- Basic networking knowledge switches routers firewalls VLANs wireless
- Experience with Active Directory Exchange O365 Entra (Azure)
- CompTIA license a plus
- Requires up to 20% travel (local)
Benefits
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Required Skills:
Office 365
Company Industry
IT Services and IT Consulting
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
