Service Desk Engineer

Alpha NetSolutions, Inc is a consulting firm providing IT strategy, support and project-related services to small and growing businesses in the greater New England area. We provide our employees with a rich array of resources and experiences to expand their technical knowledge and encourage professional growth. Alpha NetSolutions, Inc values, encourages and rewards initiative, teamwork and the desire to learn.

We currently have an opportunity for a Service Desk Engineer to serve our growing client base. Service Desk Engineers have primary responsibility for First Interaction and issues resolution as well as long-term client support, including heavy interaction with end-users in diverse computing environments.

The Service Desk Engineer is challenged on a daily basis working in an energetic, fast moving, collaborative, demanding and results-oriented work environment.  We are looking for someone with 1-3 years of experience in the field of network support.  The Service Desk Engineer reports to a Senior Engineer, and acts as a member of that Senior Engineer's team.  Alternately, some Service Desk Engineers are assigned to our Help Desk, and provide assistance across teams, and specialize in the Triage of incoming support incidents.

This job has room for growth, with the possibility of a Service Desk Engineer being promoted to Field Engineer.

Compensation includes base salary plus a quarterly bonus program (bonus is based on meeting objectives, including utilization, customer satisfaction, and profitability goals), with the possibility of year end profit sharing.

Technical Experience/Skills Desired:

• Strong troubleshooting and task management skills

• Exceptional interpersonal skills and the ability to represent our company in a professional manner

• Exceptional communication and organizational skills

• Experience implementing and maintaining LANs and WANs

• Experience working with the following network protocols - TCP/IP, DNS, DHCP, etc.

• Experience working with Windows Vista/XP, Windows Server 2008/2003, Exchange Server 2007/2003, and SQL Server 2005/2000

• Experience working with backup software, firewalls, routers, switches, etc.

• Experience providing support for handheld devices including BlackBerry, Palm and their integration with Microsoft Exchange

• Experience providing desktop support to non-technical users of Microsoft Office and other business applications

• Experience with Linux and/or NetWare a plus

• Bachelor’s degree a plus

• Microsoft and Cisco certifications are a plus

Description of the Role:

• Record user service requests in case tracking system according to department process

• Triage - Identify, research, and potentially resolve technical problems

• Assign or escalate problems and requests to appropriate Level-2&3 resources as required

• Assist desktop support, Tier-2&3 resources with problem resolution

• Document problem identification, symptoms, diagnosis, and resolution steps in case tracking system or other document sources (as required)

• Fulfill user requests for help desk service for desktop/laptop technology to include PC, peripherals, printers, PDAs/Blackberry, USB devices, wireless NIC, CD/DVD, and other desktop/laptop connected devices

• Provide direct guidance and instruction to users to resolve PC problems

• Perform issue follow-up with user and other technical resources

• Ensure problem resolution and timely close out of tickets

• Create user documentation to assist users with routine use and resolution scenarios

• Run reports in case tracking system (as required) to fulfill management reporting requests

 

To find out more, please call us at the 508-797-0629 or click here to send us questions by email.