Level 1 Technical Engineer

Description: The Level 1 Technical Engineer will be responsible for handling incoming support requests by telephone or ticketing system efficiently with stellar customer service. As a Member of our Service Desk Team, you will need to be prepared to diagnose, troubleshoot, and solve basic hardware and software issues. JOB DESCRIPTION & DUTIES OF THE JOB: Provide Technical Support to a wide range of clients Configure and install computers, networking equipment, and other related hardware as needed Maintain professional and service-oriented behavior on the phone and on site with clients Acquire and maintain CJIS compliance (background check and fingerprinting required) Achieve and Maintain team goals for metrics (30-minute average resolution time, 15-minute average response time) METRICS OF THE JOB: Ticket efficiencies: Average ticket response time - 15-minutes Average ticket resolution time - 30-minutes Customer Surveys (ticket surveys, monthly surveys) 6-hour daily model Requirements: REQUIRED QUALIFICATIONS AND SKILLS: 2 years of related experience OR education o Related experience includes but not limited to: § Prior work at a MSP (Managed Services Provider) § Prior Help Desk Experience § Troubleshooting Computers, Servers, and/or networking equipment § Experience with Windows Server, Microsoft 365 Admin portal, Hyper-V § Experience working with Watchguard or Unifi products CompTIA A+ Certificate (Heavily preferred) Ability to troubleshoot a variety of IT related issues in a business network environment Good Communication Skills JOB REQUIREMENTS: Valid Driver’s license with good driving record Able to pass a background check US Work Authorization required Duties may require being on call periodically and working outside normal working hours Ability to lift 50 lbs - standard computer equipment (PCs, Printers, etc) Able to commute to our office daily or willing to relocate