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Form of workJob Description
Job Description: Help Desk Level III/ Jr. Systems Engineer
This is an internal and client-facing role to provide technical and administrative support for customers seeking technical assistance over the phone or email, LAN and WAN architectures, back-end operating systems, appliances and various hardware for GSD Technologies and GSD Technologies clients. This role requires the individual to divide their time between general Help Desk tasks and light engineering duties with the prospect of moving fully into an engineering role once all requirements are met.
Qualifications
▪ Proven experience as a Help Desk technician or other customer support role
▪ Connectwise Manage and Automate experience or similar PSA and RMM tools
▪ Knowledge of Windows Server roles including, but not limited to Domain Active Directory, SQL, Exchange, Print, File/DFS, DNS, DHCP, RDS…
▪ Knowledge of Office 365 products and administration such as Exchange Online, Sharepoint, Onedrive, ATP…
▪ Ability to work in a fast-paced environment
▪ Knowledge of Microsoft Office products
▪ Knowledge of Network hardware and configuration
▪ Knowledge of VOIP and PBX configuration and support
▪ Familiar with Project Management processes
▪ Must have excellent customer service skills
▪ Ability to work with a team
▪ Ability to learn new applications and processes
▪ Excellent communication skills▪ Experience working on computers from a remote location
▪ Ability to write documentation at a high level
▪ Knowledge of Windows based security
▪ General knowledge of Windows operating systems
▪ Knowledge of Mobile Device Management solutions
Requirements
▪ 3-5 years working in a client/server environment
▪ 2-5 years working in an MSP or consultant role
▪ Industry certifications a PLUS
Duties and responsibilities
• Provide frontline support services for GSD clients
• Assist Level I and II Help Desk Technicians with escalations
• Provide recommendations to help increase productivity within the IT support department
o Workflows, software/systems, benchmarks
• Leverage PSA for support tickets and client management
• Design, maintain and support cloud-based and on premises infrastructure services
• Telephone Administration
o Provide top tier support for GSD Technologies Bicom PBX
• New client on-boarding coordination and development
• Participate in team meetings, provide input and suggestions, and prepare minutes of discussion items
• Assist in SOW reviews and ROI analysis
Working conditions
Travel may be required to provide services at the customer site. Ability to lift equipment and run cables etc. Must be available to work off-hours at times if deemed necessary. May require project-based timeframes at customer sites assigned by management.
Physical requirements
Requires travel and performing computer-related services for extended periods of time. Employees are required to have physical ability to run cables, lift and install equipment which may require working within small spaces or difficult to reach areas.
