CCB Technology · 13 hours ago
Service Desk Engineer - Level 2
Racine, WI
Full-time
Onsite
Mid Level
4+ years expCCB Technology is an award-winning Managed IT Services Provider based in Mount Pleasant, Wisconsin, serving clients nationwide. The Service Desk Engineer is primarily responsible for managing and remediating IT Service Desk tickets, handling complex issues escalated from the L1 team, and may also assist with smaller network and infrastructure projects as needed.
ComputerCRMInformation TechnologyRoboticsSoftware
Responsibilities
Service Desk Ticket Management- This will include the overall management of assigned tickets to current workload. Effective management will include:
Proper utilization of CCB Internal tools. This will include, but is not limited to, ConnectWise, IT Glue, and N-Central
Constant communication (both internally and externally) to ensure all necessary parties are informed of current ticket status throughout the duration of the ticket. This may occur via phone, email, or ticketing system notifications
Timely remediation of ticket or if unable to resolve ticket issue then effective use of judgment to escalate ticket to L3/L4 for review
Provide on-call escalation support after hours to remediate critical issues for IT management clients
Documentation- This will consist of:
Effective documentation, both customer facing as well as internal, occurring within assigned tickets to provide necessary information to clients and relevant CCB staff
Timely and accurate submission of time sheets, PTO forms, expense reports, etc
Proper association of billable and non-billable time
This documentation must occur within CCB’s designated internal applications and tools, primarily within ConnectWise, IT Glue and N-Able
Training & Certifications-
Perform cross training with other engineers to learn additional hands on technical skills and abilities
This may also include studying, completing, and maintaining any required vendor certifications
Managed Services Client Projects-
At certain points tickets will be identified as projects that are out of scope with current IT Management/Help Desk contract. At that time, the Service Desk Engineer could be tasked with working with that client to complete that project under the client’s Master Service Agreement contract
Travel- This may consist of:
Performing on-site client visits; local, day trip only
Attend relevant conferences or trade-shows representing CCB Technology
Qualification
Required
Minimum of 4 years of experience in infrastructure and networking
Associate's degree (A.A.) or equivalent from a two-year college/technical school, or one-to-two years of related experience/training
Good knowledge of industry-leading hardware and equipment products such as Dell, Lenovo, HP, and Cisco
Knowledge of industry-leading business productivity applications including Microsoft Office, Office 365, and data backup solutions
Experience working with Microsoft server operating systems, Active Directory, and Microsoft Exchange infrastructure
Strong oral and written communication skills, combined with excellent time management and organizational abilities
Detail-oriented and able to work effectively under pressure with minimum supervision
Ability to multitask several job responsibilities and show good judgment in assessing priorities
Good interpersonal abilities to work with clients to resolve support tickets
Strong analytical and problem-solving abilities
Ability to provide guidance and knowledge share with other engineers
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Company
CCB Technology
CCB Technology provides informtion technology solutions.
11-50 employees
Funding
Current Stage
Early StageRecent News
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