Helpdesk Engineer

Job Description

• Provide tier 1-2 level support via remote access, telephone, email, and in-person correspondence
• Provide end‑user desktop support and troubleshooting in Windows/Office environment
• Set up and install peripherals including routers, phones, PCs, printers, and laptops in person
• Install and maintain Endpoint Protection software and remove malware/exploits
• Answer incoming end‑user inquiries via telephone and email and solve problems including email, password reset, printers, networking, Microsoft Office, Office
  365
• Maintain, implement, analyze, troubleshoot, and repair computer systems, hardware and computer peripherals
• Work independently and in a team environment to provide IT solutions for customers’ critical business systems
• Execute maintenance and support procedures efficiently, anticipating client needs and communicating clearly via email, ticket tracking systems, telephone, and in‑person correspondence
• Collaborate with team members to resolve complex problems and, when necessary, escalade issues to Team Lead for additional technical assistance
• Log all help desk interactions within the ticketing system
• Participate in after‑hours upgrades, troubleshooting, and on‑call availability as needed
• Perform standard system administration duties including server install, system/application install and patch management, Windows problem determination and resolution, and log analysis
• Act as liaison between clients and third‑party vendors
• Utilize superior customer service skills
• Stay current with system information, changes, and updates
• Dispatch new help desk tickets to the appropriate resource

Headquartered in Cleveland, Ohio, Blue Bridge Networks is the region's leading total technology solutions provider. Our customers utilize the best‑in‑class Cloud Services, Data Center Services and Backup/Replication Services. An ideal candidate will be able to maximize the opportunity for businesses to get their messages across, save cost and remain highly available for their customers. With a network of state‑of‑the‑art, geographically diverse collocation facilities located in Cleveland, Mayfield Heights, and Columbus, as well as access to worldwide cloud nodes, Blue Bridge maintains the highest standards for up‑time, quality and service, backed by the most powerful Service Level Guarantees in the industry.