Level 2 Helpdesk Engineer (Yakima)

Level 2 Helpdesk Engineer OVERVIEW The number one goal of everyone in our team is to make our clients exceptionally happy. The Level 2 Network Engineer plays an important role in making sure that happens. The Level 2 Network Engineer handles escalated support requests for the Service Delivery Team. They are assigned the Level 1 and 2 support requests and a point of escalation for junior technicians. When help is needed the Level 2 Network Engineer can turn to the Service Delivery Manager for guidance and support. RESPONSIBILITIES & TASKS CUSTOMER SERVICE • Work on and resolve Helpdesk Tickets • Delight our Clients with a Friendly, Quick and Helpful Experience • Provide the Client with advanced remote troubleshooting • Remote Hardware Maintenance and Support USE OF OUR TICKETING SYSTEM • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests • Managing and recording all work though our Ticketing System • Make sure that Client Documentation in well maintained USE OF OUR MONITORING & MANAGEMENT TOOL • Review RMM dashboard and apply remediation actions as indicated by our Processes • Review regularly scheduled/automated actions as indicated by our Processes PROJECT WORK • Help deliver projects either on site or remotely. • Design, deploy, configure, and maintain Windows Server environments, including Active Directory, DNS, DHCP, and Group Policy. • Implement and maintain backup and disaster-recovery solutions COMMUNICATION, REPORTING & RISK • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue • Submit Timesheets & Expense reports as indicated on their SOPs • Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients TEAM WORK • Mentor the “Junior” Service Team Members • Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher • Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks • Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues • Identify opportunities for improvement and make constructive suggestions for change • Contribute to the process of innovative change effectively • Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO SKILLS AND ATTRIBUTES DESIRED • At least three years of experience • Strong background in operating systems, business applications, printing systems and network systems • Strong proficiency in Windows Server administration • Advanced knowledge of networking routing and protocols (TCP/IP, VLANs, routing, firewall, etc.) • A love of (and ability to) Solve Problems & Challenges • Great Communications skills, founded in being a good listener • Advanced understanding of support tools, techniques and how technology is used to provide services • Advanced understanding of operating systems, business applications, printing systems and network systems • Advanced experience and knowledge of working with the Microsoft 365 Platform • A deep desire to deliver an amazing Client Experience • Advanced knowledge of IT Applications, Software & Hardware • The ability to speak both Geek and human • Driver’s license • The ability to keep up with and adapt to the fast-paced IT world NICE TO HAVE • Experience using a Ticketing system / RMM Tool and PSA software • Experience providing support via remote tools • Experience handling Technical Service Tickets • Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc. • Client Experience Certifications such as Helpdesk Habits etc. • Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business. PERKS • Generous incentives for reaching Team and Company Goals • Health / Dental and Vision coverage • An easy-going environment and culture (we all enjoy what we do) • A Proactive Approach to Ongoing Training to help you develop life-long skills