IT Service Desk Engineer
: Job Details :


IT Service Desk Engineer

Kinect

Location: Scottsdale,AZ, USA

Date: 2024-12-21T05:13:49Z

Job Description:

Position Overview: The IT Services Engineer ensures efficient IT support for end users, handles escalations, and mentors help desk team members. This role involves managing service tickets, improving response times, and meeting SLAs while delivering high-quality customer service to internal teams and clients.

Key Responsibilities:

  • Help Desk & NOC: Triage support requests and NOC tickets (e.g., server issues, EDR alerts, failed backups). Participate in on-call rotation for after-hours alerts.
  • Client Support: Prepare/decommission servers, manage client relationships, troubleshoot systems, and perform monthly maintenance tasks (backups, firmware, patching, etc.). Maintain client documentation in PassPortal and IT Glue.
  • System & Network Administration: Troubleshoot PacketWatch Appliance (VMware/Linux), support internal network, and maintain systems.
  • Security & Compliance: Update and maintain network systems (VMware hosts, firewalls, storage).

Ideal Candidate Profile:

  • Strong hardware, software, and networking expertise.
  • Knowledge of firewalls, access control, encryption, and compliance (SOC 2, HIPAA).
  • Proficiency in operating systems (Windows, Linux, macOS), Active Directory, and cloud platforms (AWS, Azure).
  • Strong troubleshooting, communication, and multitasking skills.
  • Ability to meet service desk metrics and manage priorities.

Requirements:

  • Bachelor's degree in IT or related field (or equivalent experience).
  • 3-5 years in IT support/help desk.
  • Proficiency with virtualization (VMware, Hyper-V) and networking concepts (DNS, DHCP, TCP/IP).

Working Conditions:

  • On-call rotation for critical alerts.
  • Ability to lift equipment and travel for client implementations.
  • Work from office or remotely as needed.

Apply Now!

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