Level 1 Technical Engineer

The Level 1 Technical Engineer will be responsible for handling incoming support requests by telephone or ticketing system efficiently with stellar customer service.

As a Member of our Service Desk Team you will need to be prepared to diagnose troubleshoot and solve basic hardware and software issues.

JOB DESCRIPTION & DUTIES OF THE JOB:

Provide Technical Support to a wide range of clients

Configure and install computers networking equipment and other related hardware as needed

Maintain professional and service-oriented behavior on the phone and on site with clients

Acquire and maintain CJIS compliance (background check and fingerprinting required)

Achieve and Maintain team goals for metrics (30-minute average resolution time 15-minute average response time)

METRICS OF THE JOB:

Ticket efficiencies:

• Average ticket response time - 15-minutes
• Average ticket resolution time - 30-minutes
• Customer Surveys (ticket surveys monthly surveys)
• 6-hour daily model

REQUIRED QUALIFICATIONS AND SKILLS:

2 years of related experience OR education

o Related experience includes but not limited to:

Prior work at a MSP (Managed Services Provider)

Prior Help Desk Experience

Troubleshooting Computers Servers and/or networking equipment

Experience with Windows Server Microsoft 365 Admin portal Hyper-V

Experience working with Watchguard or Unifi products

CompTIA A Certificate (Heavily preferred)

Ability to troubleshoot a variety of IT related issues in a business network environment

Good Communication Skills

JOB REQUIREMENTS:

Valid Drivers license with good driving record

Able to pass a background check

US Work Authorization required

Duties may require being on call periodically and working outside normal working hours

Ability to lift 50 lbs - standard computer equipment (PCs Printers etc)

Able to commute to our office daily or willing to relocate

Physical & Availability Requirements (IT):This role requires the ability to lift and move IT equipment up to 50 lbs (team lifts for heavier items) install and reposition hardware such as servers network devices racks and UPS systems and work in confined spaces at heights or in data center environments. Prolonged standing kneeling and repetitive hand and computer-based tasks are required along with correctable vision sufficient to read system logs labels and status indicators. The position involves extended screen time exposure to noise and temperature-controlled data centers and occasional travel to remote sites. Participation in an on-call rotation including nights weekends holidays and extended hours during incidents maintenance windows deployments or disaster recovery events is required in accordance with operational SLAs. Candidates must communicate technical information clearly maintain confidentiality comply with security policies and meet applicable background licensing and work authorization requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.