Help Desk Engineer II

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Bit by Bit Computer Consulting

WebsiteLinkedInAll Job Openings

51 - 200 employees

Bit by Bit is a Full Service IT Company. Tech Savvy. Business Smart. since 1987 We provide a wide range of technology products and services and business solutions to companies and organizations of all sizes across a variety of markets. We have specialized expertise in managed services, outsourced IT, Cloud solutions, hosted applications, document delivery and fax solutions, document management, data capture and forms processing solutions, workflow and business process management, collaboration solutions, application development, custom programming, website design, web application services, web experience management, web content management, social community platforms and digital marketing systems. We work with best of breed and industry leading software, hardware and platform providers and take the time to understand our clients specific needs and individual business requirements in order to tailor a solution and implement technology that will increase efficiency and productivity with extremely reliable performance and measurable ROI results. Our technical services and support professionals are experienced, trained and certified technologists, engineers, programmers and developers with a track record of delivering a high level of customer service. We pride ourselves on rapid response times and timely resolution and efficient completion of projects as promised and on budget. What differentiates us is is that we take time to listen and learn and understand the real business needs of our clients. It is not just the technology, but what the proper use of technology can do for you. We work together with you to help you navigate the constantly evolving world of technology and we have the expertise to determine the right path for your business. We value the long term relationships we have with our customers and work hard to continue to earn their trust. We focus on results - our reputation and your success depends on it.

📋 Description

• Deliver exceptional customer service and technical support to end users via phone, email, and remote support sessions. • Serve as the primary escalation point for Level 1 Help Desk Engineers on complex technical issues. • Manage support tickets from inception to resolution, ensuring timely communication, proper documentation, and adherence to SLAs. • Perform advanced troubleshooting of Windows and Mac operating systems, Microsoft 365, networking, servers, and cloud services. • Conduct root cause analysis and implement long-term solutions to recurring issues. • Manage high-priority incidents and communicate effectively with clients throughout the resolution process. • Administer and troubleshoot Microsoft 365, Exchange Online, SharePoint, Teams, and Microsoft Entra ID (Azure AD). • Support virtualization environments using VMware vSphere, ESXi, and Microsoft Hyper-V. • Monitor and remediate issues related to backups, endpoint security, patch management, and business continuity solutions. • Participate in infrastructure projects and client implementations.

🎯 Requirements

• Minimum of 4 years of IT support experience. • Minimum of 2 years of experience in a Managed Services Provider (MSP) environment is required. • Proven experience supporting multiple clients and managing competing priorities in a fast-paced environment. • Experience serving as an escalation resource and mentoring junior technicians is strongly preferred. • Experience participating in or leading infrastructure and migration projects is highly desirable. • Excellent time management, prioritization, multitasking, and problem-solving skills. • Strong analytical and critical thinking abilities with a customer-first mindset. • Exceptional written and verbal English communication skills and the ability to effectively support US-based clients. • Advanced administration and troubleshooting experience with Windows Server, Microsoft 365, Active Directory, DNS, DHCP, VMware, and networking concepts.

🏖️ Benefits

• Competitive compensation based on experience, technical expertise, and certifications. • Certification reimbursement and professional development opportunities. • Health and dental insurance. • Paid vacation and time off. • Retirement benefits with employer contribution. • Opportunities for career advancement and growth within a rapidly expanding MSP. • Exposure to a broad range of technologies and client environments.