SpringPoint/Hummingbird.tech is searching for an experienced Service Desk Engineer to join our internal Managed Services team. In this role, you will be the first line of support for our clients and will be responsible for making them feel heard, understood, and confident in our team’s ability to provide quick and thorough resolution to their issues. This position requires professionalism, strong written/verbal communication skills, and the ability to juggle competing priorities.
Responsibilities
- Work directly with customers over the phone or via our ticketing system to diagnose, troubleshoot, and resolve application and hardware related issues
- Effectively manage customer expectations by providing ticket status updates via clear and concise ticket notes
- Translate technical explanations into layman’s terms that customers can understand
- Educate customers on standards and best practices as necessary
- Respond and resolve issues within our standard ticket SLAs
- Upgrade PC and network hardware and software components as required
- Serve in an on-call rotation for after-hours emergency escalations
- Provide thorough documentation for ticket notes and knowledge base documents
Technology Exposure
- Solid understanding of and experience with Windows desktop and server operating systems
- Basic TCP/IP networking
- Basic hardware troubleshooting
- Knowledge of software and OS installation
- Experience with remote support tools: (i.e. Teamviewer, Splashtop, ConnectWise Automate/Labtech, ConnectWise Control/ScreenConnect, Kaseya)
- Familiarity with common Windows Server roles such as AD, DNS, DFS, and Hyper-V
- Familiarity with networking basics including static routes and VPNs
- Familiarity with common networking hardware brands
- Virtualization experience
- Active Directory and Group Policy Management
- Basic understanding of common cybersecurity concepts such as MFA and least privilege access
- Experience managing Microsoft 365 environments; especially OneDrive, SharePoint and Exchange Online
- Experience with common server backup technologies (Datto, StorageCraft, Acronis)
- Experience working in small/medium business environments
Requirements
- Deep-rooted character and integrity
- High level of initiative and ability to work well in a team environment
- A creative and well thought out diagnostic mindset
- Excellent analytical and problem-solving skills
- Strong interpersonal skills: written, verbal, listening, empathy and patience
- Strong organizational skills, attention to detail and ability to multi-task
- Ability to plan and prioritize work effectively
- Commitment to taking responsibility, ensuring accuracy, and meeting quality and timeliness standards
- Resourcefulness and eagerness to learn and grow with technology
- The ambition to succeed, lean, socialize knowledge, and take pride in your work
