Senior Desktop Engineer – Escalated Support Team

Employment Type

: Full-Time

Industry

: Miscellaneous



Senior Desktop Engineer – Escalated Support Team

Senior Desktop Engineer – Escalated Support Team

We are a boutique cloud and managed services company, founded in 2001 and located in Santa Ana. We are at a current headcount of 22 and looking to add 1 more to our team; a Senior Desktop Engineer – Escalated Support Team.

We are small, but we are stable. So, come work for a company that puts IT first, in an employees’ first environment, instead of one of those big corporate environments that sees IT as a cost department and you as just a number on a piece of paper.

The Senior Desktop Engineer – Escalated Support Team is responsible for providing remote service and support needs for the Cloud and Managed IT customer base in the OC metro area. This relates to all technology at their locations, including workstations, servers, printers, networking equipment, and vendor-specific hardware and software. The Senior Desktop Engineer – Escalated Support Team also carriers project implementation responsibilities with regards to server builds and VMWare deployments.

Senior Desktop Engineer – Escalated Support Team:

  • IT support relating to technical issues involving Microsoft’s core business applications
  • Support services for Microsoft related technologies: Windows 7, Windows 10, Windows Server, Exchange, O365, Active Directory, etc.
  • Ability to configure and troubleshoot network equipment including routers, switches and firewalls.
  • Provisioning and installation of hardware and software as they relate to user workstations, servers, and other IT-based appliances, etc.
  • Remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Working knowledge of VMware – ability to provision and troubleshoot
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Escalate service issues that cannot be completed within agreed service levels
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
  • Understand processes in ConnectWise by completing assigned training materials
  • Enter all work as service tickets into ConnectWise
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
  • VMware, networking, and firewall knowledge.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Problem-solving, troubleshooting and diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly, including re-prioritizing assignments.
  • Technical awareness: ability to match resources to technical issues appropriately
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Self-motivated with the ability to work in a fast-moving environment
  • Senior Desktop Engineer – Escalated Support Team benefits:

  • Excellent Pay
  • Benefits package (incl. medical, dental, life insurance)
  • 401(k) plan
  • Excellent holiday/vacation
  • Senior Desktop Engineer – Escalated Support Team Salary: 70-85k

    *Actual salary for Senior Desktop Engineer – Escalated Support Team to commensurate with experience*


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