Sequentur ยท 1 month ago
Help Desk Engineer for MSP - Strong Tier 2 (DC Metro Area)
Baltimore, MD
Full-time
Hybrid
Mid Level
$60K/yr - $70K/yr
3+ years expSequentur is a Managed IT Services provider looking for a strong Tier 2 Helpdesk Support Engineer to join their Help Desk Services team. The role involves providing remote and onsite technical support to clients, requiring strong troubleshooting skills and experience with Microsoft platforms.
Cyber SecurityInformation TechnologyInternetIT Management
Responsibilities
The Helpdesk Support Engineer will provide remote and onsite technical support to clients
Serve as a trusted advisor to clients and react promptly to support requests with rapid resolution
This position requires onsite technical support as client needs arise and candidate must be able to commute as scheduled and in emergencies
The Helpdesk Support Engineer should have experience providing technical support within Microsoft Azure, SharePoint, Teams, and Office 365
Including technical support for desktops and laptops, printers, servers, software, and advanced networking utilizing remote access tools, chat and email support, telephone support, and onsite/field support
Resolve hardware and software-related issues utilizing existing education, training, and experience as well as manufacturer knowledge bases, documented fixes, and other technical articles
The Helpdesk Support Engineer will resolve hardware and software-related issues utilizing existing education, training, and experience as well as manufacturer knowledge bases, documented fixes, and other technical articles
Properly escalate support requests to local team and/or service board that are out of scope or capability
The Helpdesk Support Engineer will provide prompt after-hours support as part of the helpdesk on-call team, client emergencies involving hardware failure, outages, and other business critical events
The Helpdesk Support Engineer will be required to create, update, and maintain written documentation, key network and asset information securely and confidentially
The Helpdesk Support Engineer will utilize ConnectWise RSM/PSA tool to create and update service tickets documenting all correspondence, work performed, referenced resources, and resolution procedures
Qualification
Required
Minimum 3 years proven experience working in a helpdesk environment
Experience providing Tier 2+ helpdesk support
Comfortable in a highly visible, fast-paced, multi-client, Managed IT Services Provider (MSP) environment
Advanced knowledge and troubleshooting skills
Strong hands-on technical experience across Microsoft Azure/SharePoint/Teams/Office 365 platforms
Exceptional customer service/client-facing skills
Ability to work well and quickly, individually and as a team, to solve client issues
Excellent initiative, customer service and communication skills
Must be able to travel to client sites in the Metro DC area as needed for onsite support service
Must be able to pass a pre-employment drug screen and background check
Preferred
Windows Administration and troubleshooting
basic scripting skills
O365
Azure
Azure AD
AD
Intune
Autopilot
Multifactor / SAML / OKTA / AD Connect
Windows Server (2008 R2+)
Windows 7 and later
Adobe
Firewalls
Backup software
VPN
Hyper-V
Cisco Routing
Switches
Networking
Cybersecurity
Citrix
SharePoint
Teams/Teams Voice
Bachelor's degree
Microsoft certifications
Benefits
Medical/Dental/Vision Insurance
Life insurance
Paid time off (PTO)
Retirement plan
Company
Sequentur
Sequentur specializes in providing cybersecurity and managed IT services.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Laura Gruzdev
Chief Financial Officer
Brian Marcucio
Chief Marketing Officer
Recent News
Tampa Bay Business and Wealth Magazine
2024-01-28
Channel Futures
2024-01-28
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