System Engineer L1 - Help Desk Tier 1

Job Description

Job Description

Description:

  Job Summary : The Systems Engineer L1 is a high-profile position responsible for providing remote services to NetGain Technologies' managed service clients. This role requires excellent coordination and communication skills to ensure clear and consistent interactions with both internal personnel and clients. The Systems Engineer L1 will handle various technology issues remotely and escalate tickets when necessary.
HOURS: 5am-2pm Monday-Friday
Please Note: We are only accepting applications from candidates located in the Little Rock, AR area. Applicants who answer location screening questions inaccurately or provide false information during the application process will be removedImportant: Only candidates who are currently authorized to work in the United States without present or future sponsorship requirements will be considered.
Key Responsibilities :

• Provide remote support for technology issues to managed services clients.
• Ensure timely response to service requests, meeting or exceeding targeted quality levels or Service Level Agreements (SLAs).
• Document all time and work in service tickets with detail and in real-time.
• Maintain consistent communication with clients regarding pending service requests.
• Follow all safety and security procedures at NetGain Technologies and customer locations.
• Return all inter-company business calls or emails within one business day and check email at least three times daily.
• Ensure delegated tasks and duties are carried out properly and timely.
• Participate in mandatory meetings and huddles.
• Maintain certifications and stay updated on new technologies to better serve customers.
• Work unsupervised in a remote location when necessary.

Requirements :

• Education :
• Required: High School diploma or equivalent.
• Preferred: Associate's degree or higher in Information Technology or a business-related field.
• Certifications :
• CompTIA Network+
• MS-900

Experience :

• Required: Minimum of one year of experience supporting computers and network technologies.
• Preferred: 2-3 years of experience with strong documentation and written communication skills.

Skills :

• Proficiency in troubleshooting workstation and printer problems.
• Ability to install and configure standard business applications.
• Understanding of home and business networks.
• Familiarity with word processing, spreadsheets, Internet software, anti-virus, and email applications.
• Strong communication, problem-solving, and organizational abilities.

Physical Requirements :

• Ability to sit and walk within office areas.
• Ability to lift 25 lbs and unbox/install equipment.
• Must have systems online, logged in, and ready by the start of the shift.
• Coordination of breaks with the team or manager.

Other Requirements :

• Fluency in English (read, write, and speak).
• Mathematical abilities for scheduling and basic accounting functions.
• Reasoning ability to resolve logistic or process control problems.

Working Conditions :

• Primarily indoor office environment with occasional visits to clients, suppliers, and professional conferences.
• Travel by ground and air may be required.
• This is a results-oriented position and may be considered stressful.

Essential Functions :

• Prioritize client needs and support the company's business goals.
• Provide ongoing support and expertise to customers and co-workers.
• Maintain certifications and learn new technologies.
• Communicate effectively to ensure all issues and requests are completed.
• Work unsupervised in remote locations when necessary.

  Core Values: These are table stakes for us at NetGain. Our Core Values guide every decision we make. This role is meant to create an experience that supports the values and goals of NetGain and fosters a one-of-a-kind service experience for our clients.

• People First
• Above and Beyond
• Continuous Improvement
• Extreme Ownership

Come Grow With Us!
Join NetGain Technologies and be part of a team that values talent, technology, and has a passion for driving growth. Embark on a journey where you not only grow professionally but also make a significant impact on the SMBs that fuel our local communities.

We encourage you to apply even if you feel that you do not meet all the above qualifications. Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. NetGain Technologies encourages you to break that statistic and to apply. No one ever meets100% of the requirements. We look forward to your application!

NetGain Technologies is an equal opportunity employer.