Job Title: Service Desk Engineer (SDE) Remote Only L3100% RemoteRole Summary:Service desk engineers are first responders to reported and ticketed client issues. The Service Desk Engineer (SDE) is responsible for providing professional, considerate, and timely reactive remote support for clients that rely on IT systems to work efficiently. SDEs are responsible for quick response and resolution to client service issues, as well as timely communications to clients about work being performed. SDEs must work within the reactive services framework of the Service Desk using established team processes.SDE roles will vary based on SDE skill set and therefore ticket types assigned. The following outlines delineation between SDE roles: L1: Triage and user MACs L2: Mid and advanced level support L3: Escalations and Team Mentor and back up to Team LeadJob Responsibilities: Provide Escalations support to end users of managed services clients Take direction from the Service Desk Coordinator and manage ticket assignments relative to ticket priority and age Follow specific Service Desk Team documented processes and workflows Work assigned tickets from triage through completion Use our suite of service desk and tools to diagnose and resolve client support issues Refer to client technical documentation for information that will help you understand and resolve client technology issues Own and resolved assigned escalation tickets. Seek any clarification needed from Service Desk Coordinator (SDC) or Lead Account Manager. Document service work and time in our PSA/CRM application Understand the implications and effect of service procedures, steps, and tasks that your work will have on client infrastructure, uptime, and potential business interruption Work collaboratively with the members of the Service Desk Team, and cross functionally with all service delivery teams and team members familiar with the client environment and business Work with the SDC to identify chronic service issues across the client base Provide on call support based on the on-call schedule/rotation Maintain technical skills required to perform the SDE role Attend and participate in weekly team meetings and daily huddlesAccountability/KPIs: Understanding of Service Desk Team KPIs and Quarterly Rocks Maintain 6-8 Ticket Per Day (TPD) closure rates commensurate to your role Following established team procedures and workflows Effective resolution of escalation tickets to address Root Cause Analysis Professional and timely communications As a Professional Services Contributor, complete assignments on time and on budgetCompetencies: Technical skill relevant to technologies supported (ongoing) Advanced knowledge of basic network (firewall) infrastructure and should be able to at least demonstrate knowledge of Navigating a firewall (Sonicwall, Fortigate, etc) Basic server and Functions on a Host/VM Server Environment (Disk Management, Navigating Open Manage, Base configuration, and deployment of a VM), Able to perform advanced Office 365 troubleshooting and resolution (including the use of PowerShell commands for basic functions like checking 2FA, viewing Inbox and Mail Flow Rules. Strong organizational and coordination skills Excellent communication abilities for effective client and team interactions Ability to manage multiple tasks and prioritize effectivelyQualifications: At Least 3-5 years of Remote Desktop Experience with an MSP and 1+ year experience as an escalation tech Proficient in using IT service management software and tools Excellent written and verbal communication skills. Certifications with Microsoft are huge advantage. Certifications or the equivalent expected to be qualified for this position: Google IT Support Professional Certification, COMPTIA- A+, COMPTIA Network +, Datto Certified Practitioner.Experienced with RMM tools: Datto/Huntress.All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
