Title Service Desk Engineer, Product Support
Job Information

(Respond to: diane.katz@primesoftinc.com Joan.Amenn@primesoftinc.com)

Title: Service Desk Engineer, Product Support
Classification: Non-exempt
Location: Port St. Lucie, Florida
Timeframe: Immediate (September 2021)

About the role: Service Desk Engineers work as part of our Client’s Technical Engineering Center (TEC) in providing remote technical support to Dataprise customers in a 24X7X365 environment. In this position, you’ll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount!

What You’ll Do:

  • Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, chat to ensure courteous, timely, and effective resolution of end-user issues.
  • Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.
  • Record, track, and document the service desk incident within the Service Desk application.
  • Collaborate with other members of the team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed.
  • Provide first-tier support to end users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, or basic application and hardware troubleshooting.
  • Add users, remove users, reset passwords, and change folder permissions.
  • Basic understanding of how IP addresses, subnet masks, gateways, and DNS addresses work.
  • Utilize remote access solution and support on a variety of topics including VPN clients, Terminal Services, and Citrix.
  • Troubleshoot issues utilizing the latest versions of the following technologies: Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, and Microsoft Office Applications.

What Skills & Experience You’ll Need:

  • A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry.
  • Strong technical aptitude and hands-on experience with the following technologies: Windows Server, Exchange Server, Active Directory, Firewalls, DNS, DHCP, VMWare, Office 365, Microsoft Office Application and Microsoft Office.
  • Stellar communication and the ability to speak clearly and explain just about anything to anyone over the phone and/or in writing.
  • A true passion and drive for creating an unmatched customer service experience.
  • The ability to deliver excellence independently and as a team and excel in a fast-paced environment.
  • A strong desire to learn and focus to ensure we are helping our clients win with IT.
  • The availability to work flexible hours.
  • A Bachelor’s Degree in a related field preferred.
  • Industry certifications such as A+, Network+, MTA, MCSA-Office365, MCSA-Windows Server.

(Respond to: diane.katz@primesoftinc.com Joan.Amenn@primesoftinc.com)