Senior Service Desk Engineer  

• Serving as a leader and technical escalation point of contact for Service Desk Engineers.
• Learning a ton, being faced with new challenges every day, and gaining exposure to all of the most cutting-edge technologies.
• Providing telephone/email technical troubleshooting support to the entire Dataprise customer base of about 1,000 small-medium sized businesses. Our customers require IT support ranging from supplemental support to total IT management.
• Collaborating with a great team to identify solutions to customer support requests and escalating to more senior team members or external resources as needed.
• Taking ownership of customer incidents by providing telephone/remote/email support to Dataprise clients.
• Performing advanced troubleshooting and resolving various technical issues related to computer hardware and software problems.
• Configuring and troubleshooting issues related to the following technologies (and much more!): Windows Server, DNS, DHCP, VPN Clients, Group Policy, Folder Permissions, Firewalls, VMWare servers, Printers on Terminal/Citrix servers, Printer Servers, Office 365, Mac’s, workstation and network connectivity issues, Exchange Server, and
• Microsoft Office Applications and the latest versions of the Microsoft Office suite.
• Following up on open tickets, keeping the clients informed of any updates to their tickets along the way.
• Keeping client documentation up to date as needed.
• Recognizing, predicting, and communicating potential issues and possible failure points in client systems and processes.

Our ideal Senior Service Desk Engineer has:

• A strong desire to learn and focus to ensure we are helping our clients win with IT.
• A true passion and drive for creating an unmatched customer service experience.
• The ability to deliver excellence independently and as a team and excel in a fast-paced environment.
• A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry.
• Strong technical aptitude and advanced hands-on experience with the following technologies: Windows Server,
• Exchange Server, Active Directory, Firewalls, DNS, DHCP, VMWare, Office 365, Microsoft Office Application and
• Microsoft Office. Even better, if you have hands on experience with Citrix, Mac’s, and Small Business Server.
• Stellar communication and the ability to speak clearly and explain just about anything to anyone over the phone and/or in writing.
• The availability to work flexible hours.
• A Bachelor's Degree in a related field.
• Industry certifications such as CompTIA: A+, Network +, Microsoft: MTA, MCSA-Office365, MCSA-Windows Server, MCSA-SQL Server, MCSE-Server Infrastructure, MCSE-Exchange Server, Cisco: CCNA, Citrix: CCA, VMWare: VCP.