Remote Desktop Support (Service Desk Engineer)

Job Description:

Hiring Immediately...

Mpathic's Mission is to help enterprises fulfill their mission by delivering superlative omnichannel contact center services, to employ technology that reduces customer effort and magnifies humanity, and to treat every encounter with another person as an unrepeatable chance to make their life better.

www.mpathic.com/

Service Desk Engineers (SDE) possess the experience, skill level and in-depth knowledge of the customer environment to effectively respond to general IT-related inquiries for Mpathic on behalf of our customer, a large National Managed Service Provider; they work efficiently in a structured environment, evincing a high and unvarying degree of professionalism and empathy. SDEs will possess exceptional oral and written communication skills, be proficient and consistent problem solvers, collaborate with Mpathic team members and customer personnel, and be able to think critically, listen actively and care about customers with unvarying intentionality.

The shift is a standard Monday through Friday 8 AM to 5 PM EST.  It is critical that the SDE is present, with extremely high punctuality, for each scheduled shift. 

This is an hourly contracted position, and all work is performed from home. All equipment is provided by customer, including a laptop, monitor, docking station, wireless keyboard, mouse and headset. 

The initial training is typically two weeks, followed by 2-3 weeks of shadowing with the POD.
 

Pay is competitive ($40K-$50K) 

Duties:

· Perform Microsoft Windows Server administration in an Active Directory environment for multiple organizations;

· Provide administration and maintenance of end users' computers and associated systems in various LAN/WAN environments;

· Operating System installation for Windows Servers and Desktop systems;

· Isolate and resolve hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination therefore;

· Contribute to computer and network security using a variety of security-based software products and hardware appliances;

· Provide corporate networking and infrastructure device(s) support, especially as it relates to the end user devices;

· Provide 2nd and 3rd level contact and problem resolution to hardware, software and applications issues for customers;

· Resolve user-reported technical issues using available resources while following documented procedures and policies;

· Explain computer and software operations to technical and non-technical users;

· Document, track and monitor the problem to ensure a timely resolution with our internal systems (RMM and case tracking systems);

· Serve as liaison between customers and external support staff to assure accurate problem interpretation. Maintain   communication with customers during the problem resolution process;

· Work with third party IT vendors, providing management and oversight; and

· Perform other duties as assigned.  

Experience and Skills:

• Empathic Attitude 
• Experience working as a Windows System Administrator or similar IT Service Desk role;
• IT customer service experience in a fast-paced help desk or customer contact environment;
• High School Diploma or equivalent required, college degree preferred;
• Industry-standard certifications (MCSA, Security+) or related experience may be substituted in lieu of a degree;
• Related Certifications (A+, Net+, MCP, MCSE, CCNA, CCNP); and
• Must be authorized to work in the US.

Knowledge of the following:

• Microsoft Products: Windows 7/10, Server 2012, 2016, 2019 Microsoft Exchange (on premise and O365);
• Email security (O365 and third party);
• Active Directory, including Azure AD;
• Azure Administration;
• Windows server roles, DNS, DHCP, RDS, etc.;
• PowerShell scripting;
• VMWare or Hyper-V;
• Remote management of PCs;
• PC hardware (laptops and desktops), printers, scanners, computer peripherals;
• Domain setup and maintenance;
• Office 365 administration and licensing;
• Creating and installing SSL certificates; and
• Strong interpersonal skills, ability to work autonomously and on a team.