Help Desk Support Engineer

At ACP and Verticomm our goal is to assist our clients by optimizing technology, enhancing productivity, reducing business risk, and maximizing return on investment. Leveraging our expertise and experience, we offer a customized approach to designing, developing, and implementing end-to-end technology solutions scaled to meet client needs.

As a rapidly growing company, we are seeking talented individuals to join our team. We are currently looking for someone who is team-oriented, innovative, great at helping customers, and someone who is looking for an opportunity to use their skills and talents to grow professionally.

Help Desk Support Engineer

Due to expansion we are currently seeking a Help Desk Support Engineer for our Verticomm Division. () You will be responsible for answering customer calls and emails, preparing and monitoring service tickets, and performing remote technical support. You must have strong customer service skills, proficiency with Microsoft Office, experience working with a Help Desk ticketing system and a life-long learning mentality.

Candidate must be comfortable working in a fast-paced team environment and truly enjoy helping their team and customers. This position is office based, M-F 8am-5pm but flexibility to work non-standard hours and weekends as needed is required. This position pays $25-$30 per hour based on credentials and experience and may be negotiable.

Essential Responsibilities:

• Provide a wide range of technical support to a large client base

• Resolve support requests professionally and efficiently

• Work with our internal engineering team on escalated issues

• Utilize a help desk ticketing system to track incidents and communicate with clients regarding incident progress, changes and service outages

• Create and maintain knowledge base documentation

• Install, test and configure new computers, servers, software, printers and network equipment

• Complete proactive and reactive maintenance of servers and workstations remotely.

• Contribute to a highly-productive team environment

Requirements

Knowledge/Skills Required:

• PC and Mac support

• Active Directory management

• Proficient in Microsoft Office, Exchange and Office 365

• Network hardware and connectivity troubleshooting/configuration (switches, firewalls, VPN, NAS devices, WAPs, etc.)

• Windows Server 2008 and 2012 support

• Basic computer security concepts

• Knowledge base management

Education/Experience Required:

• Minimum of A+ certification and Net + and Security + are preferred.

• High School diploma, Associate’s or Bachelor’s degree in Computer Science preferred

• Minimum of 2 years’ experience working in a technical support role in an MSP environment or3-5 years’ experience working in a technical support role outside of the MSP environment.

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