Service Desk Engineer Level 2

Position Summary:

The Service Desk Engineer is a key role within CCB Technology. The position is primarily responsible for the management and remediation of IT Service Desk tickets for CCB Technology IT Management clients. Specifically this will involve complex tickets that cannot be resolved via our L1 Service Desk team and therefore are escalated internally.

Although the primary focus of this position is to remediate said tickets the engineer could also be tasked with handling smaller network and infrastructure projects for IT Management clients as needed.

Primary Responsibilities:

• Service Desk Ticket Management- This will include the overall management of assigned tickets to current workload.  Effective management will include:
  • Proper utilization of CCB Internal tools. This will include but is not limited to ConnectWise IT Glue and N-Central.
  • Constant communication (both internally and externally) to ensure all necessary parties are informed of current ticket status throughout the duration of the ticket. This may occur via phone email or ticketing system notifications.
  • Timely remediation of ticket or if unable to resolve ticket issue then effective use of judgment to escalate ticket to L3/L4 for review.
  • Provide on-call escalation support after hours to remediate critical issues for IT management clients.
• Documentation- This will consist of:
  • Effective documentation both customer facing as well as internal occurring within assigned tickets to provide necessary information to clients and relevant CCB staff.
  • Timely and accurate submission of time sheets PTO forms expense reports etc.
  • Proper association of billable and non-billable time.
  • This documentation must occur within CCBs designated internal applications and tools primarily within ConnectWise IT Glue and N-Able.

Secondary Responsibilities:

• Training & Certifications-
  • Perform cross training with other engineers to learn additional hands on technical skills and abilities.
  • This may also include studying completing and maintaining any required vendor certifications.
• Managed Services Client Projects-
  • At certain points tickets will be identified as projects that are out of scope with current IT Management/Help Desk contract. At that time the Service Desk Engineer could be tasked with working with that client to complete that project under the clients Master Service Agreement contract.
• Travel- This may consist of:
  • Performing on-site client visits; local day trip only.
  • Attend relevant conferences or trade-shows representing CCB Technology.

Weekly Average Utilization of Time:

• CCB Technology has an expectation for how you are consistently dedicating your time on a weekly basis. That is listed below. Please note that this can change for a variety of reasons on a weekly basis (PTO holiday certification training etc.). However most weeks should closely resemble the allocation of time as is listed below.
  • 31 Hours (77.5%): Service Desk ticket management and remediation includes documentation pertaining to tickets as well as time sheets.
  • 1 Hours (2.5%): Internal meetings
  • 2 Hours (5%): Training - cross training and vendor certification training.
  • 6 Hours (15%): Lunch/Breaks

Qualifications :

• Minimum of 4 years of experience in infrastructure and networking.
• Associates degree (A.A.) or equivalent from a two-year college/technical school or one-to-two years of related experience/training.
• Good knowledge of industry-leading hardware and equipment products such as Dell Lenovo HP and Cisco.
• Knowledge of industry-leading business productivity applications including Microsoft Office Office 365 and data backup solutions.
• Experience working with Microsoft server operating systems Active Directory and Microsoft Exchange infrastructure.

Abilities:

• Strong oral and written communication skills combined with excellent time management and organizational abilities. 
• Detail-oriented and able to work effectively under pressure with minimum supervision.
• Ability to multitask several job responsibilities and show good judgment in assessing priorities.
• Good interpersonal abilities to work with clients to resolve support tickets.
• Strong analytical and problem-solving abilities.
• Ability to provide guidance and knowledge share with other engineers.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Additional Information :

Physical Demands & Work Environment:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • The employee must occasionally lift and/or move up to 35 pounds. While performing the duties of this job the employee is regularly required to sit; use hands; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop kneel crouch or crawl.

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time