Service Desk Engineer III

Key Responsibilities

• Provide great customer service and communicate clearly with non-technical and technical users and staff.
• Follow support process and guidelines as designed.
• Provide support for user problems relating to hardware, software applications, and network issues within a tier 3 perspective.
• Log, diagnose, repair, and relay reported problems to the end user, client, or department.
• Diagnose and resolve advanced problems and issues.
• Review client environments and recommend solutions to Sales Engineering and Sales Staff – Client Evaluation & Onboarding
• Acquire new technical skills.

Skills, Knowledge & Expertise

• Utilize proper troubleshooting methodology and the OSI model to fix client issues
• You will be an escalation point for your team’s more difficult technical issues, as well as an escalation point for during and after-hours emergency support issues
• Ability to concisely document systems, processes, issues, and resolutions; professional writing skills required
• Excellent interpersonal, communication, and documentation skills
• Proven history of mentoring and training of a technical team (Tier 1 and Tier II team members)
• Effective facilitation of client technical resolution plan
• Strong problem solving and critical thinking abilities
• Ability to successfully and effectively work independently and within a team structure
• Self-motivated and responsive to management and clients
• Strong organizational skills and attention to detail
• Experience working with time tracking/ticketing software
• Complete prospective client technical evaluations and execute deep dive discoveries for new clients during onboarding
• Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base
• Exceptional ability to develop productive and positive relationships with customers and colleagues
• Professional certifications based on Mytech training standards: MCSA, MCSE, CCENT, CCNA, CCNP, VCP-DCV

Benefits

• 12 days of accrued vacation in your first year
• 6 days Sick time
• 8 hours of volunteer time
• Medical, Dental, and Vision fully covered options for employee coverage
• Company paid Life, STD, and LTD
• Professional Development Plan
• 401k with company match
• Profit Sharing