Senior Helpdesk Engineer/Escalation Engineer

Senior Help Desk Technician

A leading provider of IT Managed Services in New York City/ Northern New Jersey is looking for a Systems Admin to provide service to its clients in the NYC metro area. This is a great opportunity for a self-starter with a proven track record to develop, implement, and support various initiatives around Systems Administration. Because of the very wide breadth of systems that will be configured, supported and maintained, the ideal candidate must have a wide knowledge base including, end user support, small business networking, Microsoft 365, active directory and server technologies used by small and midsize business.

Responsibilities: 

• Attending customer support requests and service escalations via phone, email or chat. 

• Attending to alert escalations  

• Performing server and network troubleshooting remotely 

• System maintenance  

• Follow change control process 

• Document and follow procedures in alignment with ITIL

• Work on projects and tasks assigned in a timely manner 

Required technical skills include but are not limited to the following: 

• 2 years’ experience managing Microsoft Office 365 Suite

• Teams including Teams Phone

• SharePoint and OneDrive

• Outlook\Exchange Online 

• Intermediate Entra ID knowledge  

• Intermediate Windows Server administration knowledge  

• A base understanding and knowledge of virtual technologies such as VMware ESX, or Hyper-V

• Novice to intermediate Azure environment knowledge 

• Strong understanding of base concepts and protocols such as TCP, NAT, ARP, DHCP, DNS, Active Directory, VLAN, VPN

Qualifications: 

• Previous experience in IT in a client and end user support role

• Strong interpersonal skills and ability to quickly build a rapport with people

• Strong troubleshooting and critical thinking skills 

• Positive and professional demeanor 

Other Details about the Job

• All standard benefits are included such as medical/dental/vision insurance and vacation time.
• We encourage and reward professional certifications
• Salary will be based on experience. Please send your resume with the expected salary. Applications lacking expected salary will not be considered.
• You will be placed at our Fair Lawn, NJ office, post-pandemic. Please do not apply if you are not local or are not willing to relocate.