ROLE SUMMARY

Using the highest standards of expertise, integrity, and professionalism, the Remote Service Desk Engineer is responsible for supporting our portfolio of clients, providing remote desktop and technical support among other duties.

SCHEDULE: 9 AM – 6 PM Eastern Standard Time, Follows Philippine Holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Communicate with end-users to resolve technical issues and close tickets

·       Work closely with the client management team on project execution, client engagements, and best practices

·       Update and maintain documentation

·       Record time accurately, regularly, and effectively

·       Escalate tickets and assist the client services team with issue escalation based on evaluated skills

·       Report to the client services manager as part of the client services team

·       Attend weekly service desk meetings

·       Respond to and resolve backend system tickets including physical disk status, event log errors, virtual disk space, and DHCP/DNS management

·       Perform infrastructure/server maintenance including firewall firmware updates, switch updates, Dell Lifecycle, ESXI upgrades, and server patching

·       Resolve tickets for backup failures and warnings

·       Process security tickets from multiple vendors at all clients with various levels of priority

QUALIFICATIONS

·       A Bachelor’s degree in the related field is an advantage

·       5+ years total IT experience with 3+ years at Tier II level or above

·       Experience with Exchange, Office 365, Azure/Azure AD, Windows Server, Virtualization/ESXi, Backup systems, Antivirus Systems, Multi-Factor Authentication, Remote Access, Spam Services, and AutoTask PSA

·       Familiar with Azure Security, Routing, Cloud Services, Disaster Recovery, small business integrations, Veeam, Storegrid, Neverfail, AvePoint, Microsoft MFA, DUO, Mimecast, Proofpoint, SOPHOS, Threatlocker, and Datto RMM/LogMeIn

·       Scripting experience with task automation and VoIP systems and experience with industry-specific applications in law, architecture, and finance is an advantage

·       Exceptional professional skills (communication, teamwork, time management, planning, responsibility, initiative)

·       Customer-oriented as a service provider, exhibiting “white glove” service

·       Dependable and can take on a project or problem and see it through to the end

·       Adaptable and can adjust well to change without impacting client or peer relationships

·       Can bring a critical eye to tasks and aid in their conception and development

·       Willing to learn and can coach/mentor

·       Enjoy and excel at working cooperatively with fellow technicians and can view individual success as imperative to group success