Helpdesk/ServiceDesk Engineer I
Location: Lakeland, FL
Temporary to Permanent structure
Responsibilities:
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 SLAs.
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.
Knowledge/Expected skills:
Solid knowledge in Microsoft applications and environments.
knowledge in Windows Server.
knowledge in Windows Active Directory.
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.
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