Electronic Systems, Inc.

Support Desk Engineer

US-VA-Virginia Beach
# of Openings
3
Category
Information Technology
Type
Regular Full-Time

Overview

This position is responsible for ensuring client satisfaction for ESI’s Cloud Managed Services customer. The Support Desk Engineer ensures that service delivery adheres to ESI company standards. This individual will have an in-depth knowledge of the CMS customer with a desired goal of effectively delivering exceptional support to our clients from a remote call center environment. Ensuring timely incident resolution and superior customer service is a primary objective for the Support Desk Engineer role. The Support Desk Engineer will report to the CMS Support Desk Manager. To accomplish this job successfully, an individual must be able to perform each essential function satisfactorily.

Responsibilities

  • General
    • Ensure professional, timely and polite support to all of our clients
    • Have in depth knowledge of our tools and ticketing procedures
    • Follow standard help desk protocols, procedures and guidelines as provided
    • Identify, troubleshoot and resolve a wide range of computer & network related problems
    • Basic understanding of Line of Business (LOB) applications and associated third party vendors
    • Stay current with system information, changes and information technology updates
    • Any other special projects or tasks assigned
    •  
  • Ticket Management and Resolution
    • Resolve on average 10-12 tickets per day
    • Ensure ticket statuses are maintained correctly based on training provided
    • Ensure accurate time worked is reported on each ticket
    • Ensure all troubleshooting efforts, conversations with customers, vendors, and co-workers are properly recorded on the ticket
    • Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution

Qualifications

Skills & Abilities

  • Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
  • Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
  • Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
  • Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
  • Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
  • Analytical Skills - Ability to use thinking and reasoning to solve a problem.

Education:             High School Diploma or GED

 

Experience:           3 or more years of experience in network / IT systems and troubleshooting steps. Server and PC support skills specifically.

 

Computer Skills:   Proficiency with information technology regarding both hardware and software. Working knowledge of Microsoft server and desktop operating systems, specifically Server 2008 and 2012 and Windows 7 and 8. Basic networking knowledge, switches, routers, firewalls, VLANs, wireless, Active Directory, Exchange, O365. In depth knowledge of server virtualization technologies, specifically VMware vSphere and Microsoft Hyper-V.

 

Certifications & Licenses:               

IT industry certifications are preferred, specifically Microsoft and Cisco.

 

Electronic Systems, Inc. is a premier supplier and service provider of comprehensive information and office technology. We are committed to providing remarkable innovative solutions to our customers and for our employees, extensive training and development. We are passionate about building a team of highly qualified, customer focused individuals who contribute enthusiastically to our corporate culture and our company's success. With the competitive salary and benefits offered at ESI you can build more than a career, you will build a future.

Check us out at www.esi.net

ESI is an Equal Opportunity/AA Employer M/F/D/V, and maintains a drug-free workplace. 

Electronic Systems is a tobacco- and smoke-free work environment.

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