About the Job
IT/Information Technology Helpdesk Engineer - System Admin
Directly responsible for triaging alerts, incoming service requests, and troubleshooting tier I events in direct support of our clients and field team. The Helpdesk engineers are chartered with remotely monitoring, notifying, and remediation of incoming alerts and service requests involving GDS and our clients’ computing resources. The successful candidate must possess effective and efficient skills for remote administration, remediation, and documentation of computing resources in a LAN/WAN environment. Alerts must be properly responded to and the customer notified within 30 minutes of detection.
All service activity and alerts must be captured in GDS’s support database. Accurate and thorough documentation must be maintained consistently. Engineers’ are responsible for tracking and completing call tickets generated as the service activity occurs.
Responsible for prioritizing individual schedule to ensure a timely closure of tickets and business opportunities in order meet monthly helpdesk goals and objectives. Perform related tasks involving the setup and testing of new clients with our monitoring toolsets to provide automated monitoring, alerting, and connectivity. This consists of establishing connectivity, performing a network discovery, configuring and setup of monitoring agents, and applying the appropriate monitoring and notification policies for maintaining the computing resources within an enterprise. Accountable for customer satisfaction and building customer loyalty to a point where they feel our services are crucial to their success.
Must communicate and interface with team members, customers, and venders to ensure a smooth and collaborative outcome. Responsible for identifying, cultivating, and promoting additional revenue opportunities including but not limited to: additional Managed Services and Professional Services. Provide supplemental technical support for the field team and the company’s R&D efforts as situations dictate. Required to be on-call on a rotating basis and respond to emergency calls either remotely or on-site as circumstances dictate.
Tasks Consist of:
· Remotely manage and remediate network infrastructure devices, servers, personal computers, and connectivity.
· Fulfilling our managed service contractual obligations
o Monitor, alert, troubleshoot, & remediation of contracted systems.
o Issue recommendations based on alerts & monitoring data
o Coordinate troubleshooting efforts for circuit and other non-supported issues
o Building customer loyalty to a point where they feel our services are critical to their success.
· Provide emergency remote and on-site service for customers.
· Managing customer requirements by providing technically sound solutions and recommendations.
· Pro-active approach towards managing and remediation of alerts in order to maintain our customers’ networks & systems in a healthy and reliable state.
o Install & track latest service packs & configurations on contracted systems for both OS and applications, e.g., Exchange.
o Remediation & tracking of alerts.
o Issue recommendations based on alerts, business & system requirements, & new technologies
o Recommend reliability & security enhancements, including antivirus & other security measures, e.g., security patches, etc.
· Help develop and improve our deliverables to the customer.
o Support R&D engineering efforts
o Provide recommendations
o Implement planned updates & enhancements
· Promote other GDS services
o Issue system & network recommendations – position GDS products/services and GDS as the preferred provider.
· Supplemental Tech-Support to field & other helpdesk engineers
· Adhere to GDS policies & procedures
· Other related tasks as required.
Background & Skill Sets Needed:
A minimum of three to five years experience administering and maintaining network and systems in a Microsoft environment. Prefer a background in managed services. Must possess a minimum Microsoft MCSA certification and preferably a Citrix CCA certification. Proficient with remote administration and remediation of LAN/WAN environments including firewalls. Good verbal and written communication and typing skills a must. Need to be a self-starter, detail-oriented, and able to see tasks/projects through to conclusion with minimal supervision. Able to employ sound time management skills, technical knowledge, and a strong work ethic towards meeting the company’s goals and objectives.
