Closing out advanced and escalated helpdesk tickets quickly and efficiently
Providing mentorship and guidance to helpdesk technicians on escalated tickets
Handling onsite requests including system outages, printer failures, network issues, bandwidth problems, workstation and server failures
Following troubleshooting best practices and escalation policies
Demonstrating a strong sense of customer service
Documenting time and work clearly and accurately in the ticketing system
Staying up-to-date on current technology
Overseeing multiple clients as their "Lead", ensuring well-maintained environments.

Requirements

7-10 years of experience as a Systems or Network Engineer with escalation responsibilities
Advanced knowledge in Network & Server Infrastructure
Proficiency with Windows 10 & 11, Windows Server OS, Active Directory, Group Policy, Microsoft Suite, Microsoft 365, TCP/IP, wireless networks, Cisco/SonicWall firewalls
Familiarity with ConnectWise, Auvik, Slack, Microsoft Office
Certifications: CompTIA A+, Network+, Security+, CCNA, CCENT
Effective communication, facilitation, listening, and analytical thinking skills
Strong integrity, collaboration, and client-focused mindset.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Network InfrastructureServer InfrastructureWindows 10Windows 11Windows Server OSActive DirectoryGroup PolicyTCP/IPwireless networksCisco firewalls

Soft Skills

customer servicementorshipcommunicationfacilitationlisteninganalytical thinkingintegritycollaborationclient-focused mindset

Certifications

CompTIA A+Network+Security+CCNACCENT