System Engineer L1 - Help Desk Tier 1

Description

Job Summary: The Systems Engineer L1 is a high-profile position responsible for providing remote services to NetGain Technologies' managed service clients. This role requires excellent coordination and communication skills to ensure clear and consistent interactions with both internal personnel and clients. The Systems Engineer L1 will handle various technology issues remotely and escalate tickets when necessary.

Key Responsibilities

• Provide remote support for technology issues to managed services clients.
• Ensure timely response to service requests, meeting or exceeding targeted quality levels or Service Level Agreements (SLAs).
• Document all time and work in service tickets with detail and in real-time.
• Maintain consistent communication with clients regarding pending service requests.
• Follow all safety and security procedures at NetGain Technologies and customer locations.
• Return all inter-company business calls or emails within one business day and check email at least three times daily.
• Ensure delegated tasks and duties are carried out properly and timely.
• Participate in mandatory meetings and huddles.
• Maintain certifications and stay updated on new technologies to better serve customers.
• Work unsupervised in a remote location when necessary.

Certifications

• CompTIA Network+
• MS-900

Experience

• Required: Minimum of one year of experience supporting computers and network technologies.
• Preferred: 2-3 years of experience with strong documentation and written communication skills.

Skills

• Proficiency in troubleshooting workstation and printer problems.
• Ability to install and configure standard business applications.
• Understanding of home and business networks.
• Familiarity with word processing, spreadsheets, Internet software, anti-virus, and email applications.
• Strong communication, problem-solving, and organizational abilities.

Working Conditions

• Primarily indoor office environment with occasional visits to clients, suppliers, and professional conferences.
• Travel by ground and air may be required.
• This is a results-oriented position and may be considered stressful.

Essential Functions

• Prioritize client needs and support the company's business goals.
• Provide ongoing support and expertise to customers and co-workers.
• Maintain certifications and learn new technologies.
• Communicate effectively to ensure all issues and requests are completed.
• Work unsupervised in remote locations when necessary.

Confidentiality

• Maintain confidentiality of all financial, proprietary, technical, security, sales, human resources, and marketing information.

Acknowledgment

• The employee must review and understand the job description and performance evaluation criteria, ensuring they can fulfill each duty or task.

Requirements

Requirements

• Education:
• Required: High School diploma or equivalent.
• Preferred: Associate's degree or higher in Information Technology or a business-related field.

Physical Requirements

• Ability to sit and walk within office areas.
• Ability to lift 25 lbs and unbox/install equipment.
• Must have systems online, logged in, and ready by the start of the shift.
• Coordination of breaks with the team or manager.

Other Requirements

• Fluency in English (read, write, and speak).
• Mathematical abilities for scheduling and basic accounting functions.
• Reasoning ability to resolve logistic or process control problems.