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Form of workHelp Desk EngineerSalary Range: $35,000-$45,000
Reports to: Service Manager Hours Required: Full Time (40 hours per week)
The ideal ABS Help Desk Engineer, also referred to as a System Administrator - Tier I or Tier 1 Engineer, is a proactive self-starter with exceptional troubleshooting and analytical skills who possesses an ability to excel in a fast-paced environment. They are not afraid to set and meet a high level of expectations. The right candidate is detail-oriented, has exceptional customer service skills, and a positive “can-do” attitude. Excellent communication skills when interacting with customers via phone, email, chat is essential. Critical thinking, perseverance and adaptability are imperative for this role. They must possess excellent logical problem-solving skills as well as the ability to follow through.
ABS was founded in 1995 as a Customer Service company first and an IT Service company second. We have experienced fast growth and expansion which provides many opportunities for advancement and growth for our employees. We encourage ingenuity and creativity in all aspects of our company and believe that the key to our success has been and will continue to be our constant desire to improve the Customer Experience.
An ABS technician is a hands-on team player who isn’t afraid to get their hands dirty. They are honest, kind, and courteous. Being empathetic, this person understands that trust and integrity is the foundation of Advanced Business Solutions’ relationship with its clients. The ideal candidate is knowledgeable, authentic, and personable. They have a genuine enthusiasm for technology and a keen interest in helping people achieve more through the careful adoption and support of Information Technologies.
ESSENTIAL DUTIES.
During your first month of employment, you will be trained on the ABS Way as well as the systems we use to provide service. We take a great deal of pride in providing our customers a high-quality experience and ensure that all of our engineers are trained and to do so. Once our new employees go through the basic training provided, they will begin to learn in greater detail about how to fulfill the duties of their individual job roles. The responsibilities of an ABS Help Desk Engineer include, but are not limited to, the following:
- Act as first line of support for all Service Requests.
- Provide basic IT support for Microsoft’s core business applications and operating systems.
- Triage all incoming issues and open tickets accordingly in ConnectWise.
- Monitor the Remote Monitoring and Management system alerts and notifications and respond accordingly by opening service tickets.
- Provide basic Network Administration. (New user creation, password resets, etc…)
- Provide support for issues involving malware and virus infections on workstations.
- Escalate tickets as necessary following the proper escalation procedures.
- Follow ABS Service Department Standards and Best Practices on a daily basis.
- Communicate with customers to provide updates on open tickets as needed. (Ticket progress, impending changes, maintenance windows, etc…)
- Ensure customer expectation is properly set and that all details are properly entered in the corresponding ConnectWise ticket.
- Meet ticket SLA’s.
QUALIFICATIONS
- Strong customer service and troubleshooting skills.
- Ability to communicate technical information, both verbal and written, to a wide range of end-users.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Ability to multi-task and adapt to change quickly.
- Ability to work in a team environment and communicate effectively.
- Self-motivated with the ability to work in a fast-moving environment.
PREFERRED
- 1 to 3 years of on the job experience providing technical support in an Information Technology capacity.
- Above average verbal communication and interpersonal skills.
- Associates or bachelor’s degree or equivalent experience.
- Relevant Industry certifications.
- Experience working as part of a team.
