Service Desk Engineer

Direct message the job poster from Apple One Technical Staffing

Location:

Lakeland, FL

Temporary to Permanent structure

• Serve as the first point of contact for customers seeking technical assistance via phone, e-mail.
• Diagnose, research and resolve tier 1 technical hardware and software issues making sure to adhere to all SLA’s.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Prioritize and manage several open issues at one time.
• Direct unresolved issues to the next level of support personnel in a timely manner.
• Log all customer interactions into the ticketing system.
• Maintain the highest possible level of customer service.
• Work with vendors and internal stakeholders to ensure accurate, effective training content.
• Other duties as assigned.
• Rotating after hours support.
• Solid knowledge in Microsoft applications and environments.
• Basic knowledge in Linux.
• Basic knowledge in TCP/IP and non TCP/IP protocols.
• Basic knowledge with LAN and WAN infrastructure.
• Basic knowledge in PRI and telecommunications.
• Basic knowledge with Firewalls, authentication systems.
• Basic knowledge with installation and maintenance of network cabling.
• Basic knowledge with configuration and maintenance of Unifi.
• Ability to perform hardware and software installations.
• Ability to troubleshoot and problem solve.
• Ability to organize and prioritize multiple work priorities.
• Ability to respond promptly and accurately to Help Desk requests for information and assistance.
• Ability to work with others, takes time to help co-workers achieve their objectives and goals when input is needed from different areas in order for timelines to be met.

Reports to the Helpdesk Manager.

Associate

Full-time

Information Technology

Technology, Information and Media and IT Services and IT Consulting

• Medical insurance
• Vision insurance
• 401(k)