Help Desk Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address issues reported to the call center via phone or web tickets.

• Offer first-level support and resolution for customer inquiries.

• Ensure timely updates regarding service ticket status and resolutions.

• Assist Level I technicians with elevated concerns.

• Maintain and update Help Desk Documentation and knowledgebase articles.

• Review and revise Help Desk documentation as required.

• Create and review knowledge base articles.

• Perform additional tasks as assigned by management.

• Respond to phone calls received in the call center in accordance with SLA. Resolve or escalate as necessary.

• Acknowledge and manage incoming Help Desk web tickets following SLA guidelines. Resolve or escalate as appropriate.

• Handle tickets escalated by Level I engineers.

• Generate tickets and return calls to customers within the timeframe specified in the standard SLA.

• Communicate swiftly and effectively with customers within the SLA timeframe.

• Collaborate with vendors to resolve issues as needed.

• Configure and image desktops or laptops when required.

• Continuously update and enhance customer network documentation.

• Consistently improve technical skill sets in assigned areas of expertise.

• Continuously enhance soft skills necessary for delivering exceptional customer service in a dynamic environment.

• Maintain regular, predictable, and punctual attendance. May occasionally be required to work on holidays.

⛳️ Requirements

• 3-5+ years of experience in a Technical Call Center or Help Desk environment.

• Ability to manage multiple open tickets at the same time.

• Proficient in investigating, analyzing, and troubleshooting client issues.

• Capable of making decisions on service ticket resolutions independently.

• Provide training to fellow team members and Level I engineers.

• Proficient in the following areas:

• - Windows Operating Systems – Windows 10-11

• - MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)

• - M365 and EntraID administration

• Intermediate network support:

• - Understanding of a domain/corporate IT environment, including PC/Laptop setup and troubleshooting steps.

• - Basic knowledge of network technologies (LAN, WAN, wireless)

• Computer hardware support:

• - Familiarity with a domain/corporate IT environment, including PC/Laptop setup and troubleshooting steps.

• - Basic knowledge of network technologies (LAN, WAN, wireless)

• Experience with VPN clients (Cisco, SonicWall, Fortinet, etc.)

• Printer support:

• - Setup and install local, wireless, and network printers.

• - Troubleshoot hardware printer issues.

• Mobile device support:

• - Setup and troubleshoot issues with iPhone, Windows Mobile, Android, etc.

• - Install and troubleshoot broadband wireless devices and software.

• Active Directory Administration:

• - Manage user accounts in Active Directory.

• - Create Security Groups.

• - Maintain user accounts for VPN sessions.

• Security:

• - Familiarity with security applications (Sophos, Rapid7, etc.).

• - Strong understanding of spam applications (Defender, Mimecast, Proofpoint).

• Education:

• - Associate's Degree in Information Technology or equivalent experience.

• At least one of the following relevant industry certifications is preferred: CompTIA A+, Network+, MCDST, HDI-SCA – HDI Support Center Analyst.

🏝️ Benefits

• Please note: This range is based on our market pay structures. However, individual salaries and hourly pay rates are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

• We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

• Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job.