Systems Engineer/Helpdesk Escalations Support

COMPANY OVERVIEW

NetWize is a Utah-based IT solutions and sales company. Our certified staff of professional sales and system engineers are dedicated to helping companies maintain, secure, and accelerate their IT infrastructure that supports their businesses.

We provide complete and customized Managed IT services. We design, implement and support IT Solutions for our Enterprise accounts and have a seasoned sales team and account managers to support our customers. We maintain strategic partnerships with Best in Class vendors such as Dell EMC, Cisco, VMware, Microsoft, HPE, Veeam, and many others. Our engineering staff includes experts in areas of storage and virtualization, backup and disaster recovery, data center networking, servers, cloud and Office 365, and more.

POSITION OVERVIEW

The Systems Engineer/Helpdesk Escalations Support position is a strategic technical position within the organization. This position is responsible for providing technical support to our customers. You will have to understand their business needs, including hardware and software systems.

Duties include addressing technical support issues over the phone, through email, tickets, and onsite. We are looking for someone that is proficient in analyzing issues, resolving problems, installation, and configuration of client, server and network hardware/software. You will be responsible for administration and support of our client’s PCs, printers, servers, and other related equipment.

SYSTEMS ENGINEER/HELPDESK ESCALATIONS SUPPORT REQUIREMENTS

  • [icon type=”angle-double-right” class=”accent fa-li”]At least 4 years of specialized experience in hands-on system administration and software application support in a production environment.
  • [icon type=”angle-double-right” class=”accent fa-li”]Must hold a valid driver’s license with no restrictions and possess reliable transportation.
  • [icon type=”angle-double-right” class=”accent fa-li”]Excellent problem solving skills
  • [icon type=”angle-double-right” class=”accent fa-li”]Interpersonal skills: telephony skills, communication skills, active listening and customer-care
  • [icon type=”angle-double-right” class=”accent fa-li”]Ability to work in a team and communicate effectively
  • [icon type=”angle-double-right” class=”accent fa-li”]Document required problem information in the helpdesk ticket system. Update tickets with appropriate journal entries of activities and resolutions.
  • [icon type=”angle-double-right” class=”accent fa-li”]Document IT systems configurations and procedures.
  • [icon type=”angle-double-right” class=”accent fa-li”]Maintain strict confidentiality of all data, passwords, and other systems information.
  • [icon type=”angle-double-right” class=”accent fa-li”]Must be detail oriented with the ability to multi-task and adapt to changes quickly.
  • [icon type=”angle-double-right” class=”accent fa-li”]Service awareness of all organization’s key IT services for which support is being provided.
  • [icon type=”angle-double-right” class=”accent fa-li”]Ability to stay calm and collected under stressful situations.
  • [icon type=”angle-double-right” class=”accent fa-li”]Self-starter who needs little to no supervision
  • [icon type=”angle-double-right” class=”accent fa-li”]Participate in required technical training and certifications

SYSTEMS ENGINEER/HELPDESK ESCALATIONS SUPPORT PREFERRED EXPERIENCE

  • [icon type=”angle-double-right” class=”accent fa-li”]Associates or Bachelor’s Degree in Information Systems
  • [icon type=”angle-double-right” class=”accent fa-li”]Certifications around MCSE, A+, Network+, VMWare, etc
  • [icon type=”angle-double-right” class=”accent fa-li”]Connectwise CRM, LabTech RMM

TECHNICAL JOB FUNCTIONS

  • [icon type=”angle-double-right” class=”accent fa-li”]Troubleshooting Windows Client and Server Operating Systems
  • [icon type=”angle-double-right” class=”accent fa-li”]Client Device Installations, Imaging Deployments, Profile Migrations
  • [icon type=”angle-double-right” class=”accent fa-li”]Manage Client and Server Backups across multiple solutions
  • [icon type=”angle-double-right” class=”accent fa-li”]Active Directory, Windows Deployment Service, Exchange/Office 365
  • [icon type=”angle-double-right” class=”accent fa-li”]Monitor and respond quickly and effectively to requests received through the IT elpdesk
  • [icon type=”angle-double-right” class=”accent fa-li”]Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
  • [icon type=”angle-double-right” class=”accent fa-li”]Modify configurations, utilities, software default settings, etc. for the local workstation
  • [icon type=”angle-double-right” class=”accent fa-li”]Document internal procedures
  • [icon type=”angle-double-right” class=”accent fa-li”]Assist with onboarding of new clients and users
  • [icon type=”angle-double-right” class=”accent fa-li”]Install, test and configure new workstations, peripheral equipment and software
  • [icon type=”angle-double-right” class=”accent fa-li”]Maintain inventory of all equipment, software and software licenses
  • [icon type=”angle-double-right” class=”accent fa-li”]Responsible for entering time and expenses into our ticketing system
  • [icon type=”angle-double-right” class=”accent fa-li”]Ability to be part of an On-Call Rotation
  • [icon type=”angle-double-right” class=”accent fa-li”]Work through project tickets and phases assigned by the Service Manager
  • [icon type=”angle-double-right” class=”accent fa-li”]Mac OS and Mac device experience helpful

MEASURES OF PERFORMANCE

The following will be used to evaluate the performance of the Systems Engineer/Helpdesk Escalations Support:

  • [icon type=”angle-double-right” class=”accent fa-li”]Providing consistent excellent customer service to our clients.
  • [icon type=”angle-double-right” class=”accent fa-li”]Regularly meets performance targets for our service activities.
  • [icon type=”angle-double-right” class=”accent fa-li”]Regularly meets or exceeds Service Level Agreements both internal and external.
  • [icon type=”angle-double-right” class=”accent fa-li”]On time performance, attendance and quality.
  • [icon type=”angle-double-right” class=”accent fa-li”]Completes required training and development objectives within the assigned time frame.

LOCATION INFORMATION

The following is location, salary/wage and benefit information of the Help Desk:

Job Location: Murray, UT
Number of Openings: 1
Hourly Wage: DOE
Term(s): Full-time, Benefited
Work Schedule: 8:00 AM – 5:00 PM, Mon.-Fri.
Important: Per our security position, all prospective hires are subject to a drug panel test and background check

To apply, send your resume to careers@netwize.net or call us at (801) 747-3200.

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