Service Desk Engineer

Company Overview

Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through global delivery centers across North America, Asia, and Europe, Innova delivers strategic technology and business transformation solutions to clients, enabling them to operate as leaders within their fields.

 

Recognized by ACG as the #1 Fastest Growing Company in the State of Georgia, we remain committed to being our clients’ most valuable technology services partner, an industry-thought leader, and generously give back to our communities

 

Innova Solutions specializes in Digital Product Engineering, Cloud Services, Data & Insights, Intelligent Automation, Cyber Security, Managed Service Provider, Talent Solutions, Direct Sourcing, and Business Process Outsourcing.

 

Please visit www.innovasolutions.com to learn more about how Innova Solutions brings innovation to life.

 

Position Title - Tier 3 Service Desk Engineer

Loction: Tampa, FL

Work Enviornment - Hybrid

 

Summary:

 

The Innova Solutions Service Desk is the central point of contact for all IT-related incidents and service requests for our Cloud and Managed Services customers. The role of the Desktop Support / Service Desk Engineer is to provide Tier 1 and Tier 2 support for managed IT service customers. The Desktop Support / Service Desk Engineer is a Tier 3 level role and is responsible for resolving support requests and meeting customer satisfaction and continuous service delivery demands. Our Managed IT Services teamwork in a highly dynamic, fast-paced environment that provides services over the phone, through e-mail, phone, in person, and self-service. Providing a very high level of customer service is at the forefront of everything we do and continually drives our success.

Responsibilities:

 

Desktop Support / Service Desk Engineer Tier 3 Responsibilities

• To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• To assist all of our customers with any logged IT-related incident when called upon.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• To accurately record, update and document requests using the Innova Solutions Service Desk system.
• To install and configure new IT equipment.
• To resolve incidents and upgrade different types of software and hardware and mobile devices.
• To resolve incidents with printers, copiers, and scanners.
• To integrate cloud based solutions such as Microsoft 365 tenants with on-premise resources and applications.
• To maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner.
• To continually improve break\fix through the creation of automation methods such as scripting and policies.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers at all levels in an organization.
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• To create, maintain and publish relevant support documentation in order to assist all customers in the quick resolution of their incidents and service requests and enable users to become more self-sufficient. Exhibit a flexible approach to working on a rotational basis and provide necessary cover where needed.
• Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• To work within the relevant legislation, audit requirements, policies, and procedures.

 

Team Responsibilities

• Provide backup and escalation support to other support groups as needed.

 

Special Project Responsibilities

• Other duties as assigned.

Technical Skills Required:

 

• Customer-facing Service Desk experience in the IT field.
• Microsoft Certified Desktop Support Technician.
• Expert-level experience working with Microsoft Windows 10,11
• Expert-level experience working with Microsoft 365.
• Expert-level experience working with Microsoft Office Suites.
• Expert-level experience working with Android and iOS-powered mobile devices.
• Expert-level experience with network printers, copiers, and scanners, both wired and wireless.
• Production environment experience with Windows Server.
• Production environment experience with Microsoft Exchange.
• Production environment experience with Local and Wide Area Networks. This includes hands-on production experience with Cisco, Meraki, Datto, Fortinet, and SonicWALL equipment.
• Production environment experience with HP and Dell Server Hardware.
• Production environment experience working with backup software and hardware by Barracuda Networks, Veeam, and Datto.
• Production environment experience with the VMWare and Citrix Server and Application virtualization platforms.

 

Miscellaneous:

 

• Willingness and ability to learn new technologies.
• Must be willing to continually hunt for and apply solutions to problems, not just fixes, in an effort to alleviate the team from repetitive or redundant troubleshooting and work.
• Ability to collaborate and work in a team environment.
• Willingness to work non-standard hours and be responsive to after-hour and on-call needs as necessary.
• Ability to work independently and supervised.
• Excellent interpersonal, communication, problem-solving, and organizational skills.
• Excellent client and service focus required, including courtesy, tact, and effectiveness in dealing with others (both internal and external) in everyday working relationships, including contacts to request or provide information.

Pay Range:Between $80,000-90,000 per year

(Pay offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.)

Benefits:Innova Solutions offers benefits that include:

• Medical & pharmacy coverage
• Dental/vision insurance
• 401(k)
• Health saving account (HSA) and Flexible spending account (FSA)
• Life insurance
• Pet insurance
• Long-term, and short-term disability
• Accident & critical illness coverage
• Pre-paid legal & ID theft protection
• Sick time, and other types of paid leaves (as required by law)
• Employee Assistance Program (EAP)

(All benefits are based on eligibility).

Other Compensation: You will be eligible for the following other compensation: 

 

(All other forms of compensation are based on eligibility).

 

EEO Statement: Innova Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, citizenship status, disability, genetic information, or any other category protected by applicable federal, state or local law. Innova Solutions makes all employment decisions without unlawfully discriminating on any prohibited basis