Richard Fleischman & Associates

Service Desk Engineer

Posted Date 2 months ago(1/24/2020 10:55 AM)
Location
US-NY-New York
Category
Service Desk
Experience Level
Staff
Shift (Days/Times)
Sunday - Thursday (7AM - 4PM)

Overview

The Service Desk Engineer is the first line of support services to our customers via telephone, remote control software, or through on-site visits. To our callers it is the first experience of RFA’s high service standards, maintaining that standard is the main responsibility of the Service Desk.

 

Our candidates are solution-oriented problem-solvers who can thrive in a fast-paced, sometimes stressful environment while maintaining a professional and composed demeanor. He/ She will utilize their active listening, critical thinking and communication skills to continuously provide exceptional support services while promoting RFA’s brand as a client-centric, full-service technology provider.

Responsibilities

  • Act as a critical front-line and provide direct support to all RFA clients
  • Resolve hardware and software issues by fielding telephone calls and emails, diagnosing problems, and escalating to management when needed
  • Assist system users by confidently troubleshooting Tier 1 and Tier 2 issues, including: Active Directory, MS Exchange, BES Server, and DNS
  • Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner
  • Interact with RFA clients using clear and concise communication in order to facilitate ticket status updates and product availabilities
  • Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client
  • Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply most effective resolution methodology

Qualifications

  • Bachelor’s degree in Computer Science, Information Technology, or equivalent level of hands-on experience
  • 3-7 years of related IT experience in an enterprise or server based environment
  • Must have 3+ years of recent help desk/support desk experience
  • Financial services industry and MSP experience preferred
  • Excellent desktop and server troubleshooting skills
  • Strong hands-on experience in Windows Server, MS Exchange, Active Sync, Active Directory, Remote VPN Software, and Microsoft Office Suite
  • Knowledge of VMware, Citrix, MDM (Mobile Device Management), Disaster Recovery, and Cisco
  • Impeccable verbal/written communication
  • Exhibit a high-level of professionalism and sound judgment
  • Experience with ConnectWise or similar ticketing system preferred

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