71 applicants
Tech Impact ยท 2 days ago
Tier 2 Service Desk Engineer
USA
Full-time
Onsite
Mid Level
3+ years exp
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Insider Connection @Tech Impact
Responsibilities
Provides Tier 2 technical support to all clients.
Serves as an escalation point for Tier 1 Engineers.
Provides direct support on network communications issues.
Provides proactive maintenance on client workstations and servers as directed.
Available to handle inbound issues via email and phone queue.
Available for scheduled on-call support.
Monitors the network management system (Kaseya) and responds to issues.
Performs recurring network management tasks as required or directed.
Develops scripts and other monitoring improvements as required or directed.
Serve as the technical lead on projects as assigned.
Provides technical support on projects as assigned.
Maintains strong customer service skills when dealing with clients, vendors, and other Tech Impact partners.
Advises Account Management of client support or reoccurring technical issues.
Delivers agreed-upon scopes of work as defined by approved projects.
Improves knowledge of current and future technologies.
Provides technical project support as directed.
Performs other duties as assigned.
Qualification
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Required
Minimum of 3+ years providing IT support for a variety of technologies
Knowledge of Cisco and SonicWALL networking equipment preferred
Experience administering a cloud-based IT services/infrastructure platform (Microsoft 365, Google Workspaces, AWS, Azure etc.)
Experience configuring/administering a directory server (Active Directory, LDAP, Azure AD, etc.)
Solid understanding of fundamental networking principles, including DNS, routing, IP addressing, NAT, firewalls, etc.
Excellent troubleshooting skills
Experience in a managed services environment preferred
Experience working for a nonprofit preferred
Excellent communication, writing, analytical, and creative problem-solving skills
Excellent customer service skills, including ability to translate technical information to non-technical users
Ability to manage multiple projects simultaneously with tight deadlines
Ability to work well in a team environment
Strong attention to detail
Must have access to a car at short notice, depending on location
Preferred
Knowledge of Cisco and SonicWALL networking equipment
Experience in a managed services environment
Experience working for a nonprofit
Sense of humor
Benefits
IRA Matches up to 3% of gross salary
Employer-paid life insurance benefit
Remote and Hybrid positions
Opportunity for professional growth
Paid Time Off - 15 days accrued in the first year
11 Paid Holidays
Company
Tech Impact
Tech Impact is a non profit supporting technology learning in local communities.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Francis Johnson
Chief Technology Officer
Donnique Bell
Chief Impact Officer
Recent News
2023-11-10
Philadelphia Business Journal
2023-09-12
Company data provided by crunchbase
