Service Desk Engineer III

Job Description

Job Description

Description

The Service Desk Engineer III staff provide our clients with expert level support for complex problems. By providing fast, efficient, and effective resolution to our client’s complex issues and requests, we ensure clients stay productive and receive maximum value from their IT investments. This role also mentors lower-level technical staff to increase their ability to autonomously handle advanced support. 

• Provide great customer service and communicate clearly with non-technical and technical users and staff. 
• Follow support process and guidelines as designed. 
• Provide support for user problems relating to hardware, software applications, and network issues within a tier 3 perspective. 
• Log, diagnose, repair, and relay reported problems to the end user, client, or department. 
• Diagnose and resolve advanced problems and issues.
• Review client environments and recommend solutions to Sales Engineering and Sales Staff – Client Evaluation & Onboarding 
• Acquire new technical skills. 

Required

Minimum 5 years of experience supporting and implementing network infrastructure.  Strong technical knowledge and understanding of SMB infrastructure and equipment.

Required Proficiencies: Modern Windows Desktop and Server platforms, Active Directory, Group Policy, Advanced Networking ( HP and Cisco Switch Configurations, VLAN, VPN, NAT, Routing, Wireless), Exchange, SQL, StorageCraft, SAN, Citrix, VMware, Hyper-V, O365, Azure, and other MS Cloud and Hosted Solutions

• Utilize proper troubleshooting methodology and the OSI model to fix client issues
• You will be an escalation point for your team’s more difficult technical issues, as well as an escalation point for during and after-hours emergency support issues
• Ability to concisely document systems, processes, issues, and resolutions; professional writing skills required
• Excellent interpersonal, communication, and documentation skills
• Proven history of mentoring and training of a technical team (Tier 1 and Tier II team members)
• Effective facilitation of client technical resolution plan
• Strong problem solving and critical thinking abilities
• Ability to successfully and effectively work independently and within a team structure
• Self-motivated and responsive to management and clients
• Strong organizational skills and attention to detail
• Experience working with time tracking/ticketing software
• Complete prospective client technical evaluations and execute deep dive discoveries for new clients during onboarding
• Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base
• Exceptional ability to develop productive and positive relationships with customers and colleagues
• Professional certifications based on Mytech training standards: MCSA, MCSE, CCENT, CCNA, CCNP, VCP-DCV

Mytech offers a comprehensive benefits package which includes: 

• 12 days of accrued vacation in your first year 
• 6 days Sick time 
• 8 hours of volunteer time 
• Medical, Dental, and Vision fully covered options for employee coverage
• Company paid Life, STD, and LTD 
• Professional Development Plan 
• 401k with company match 
• Profit Sharing