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Service Desk Engineer

KMC Solutions
Cebu Fulltime 500+

Functional Overview

Our client is one of the succesful Managed IT Service Provider in located in San Francisco and the East Bay, United States. They have a friendly and supportive work environment, with a hands-on leadership team. We are looking to add an experienced, professional, and personable IT Support/Help Desk Engineer to our growing team. This is a fantastic career opportunity for a proactive, highly motivated individual who wants to utilize his or her current tech skills and expand their knowledge.

Duties and Responsibilities

  • At least 8 to 10 years of remote/help desk experience, ideally in a managed IT service environment
  • Experience supporting end users (ideally for 10 yrs with US end users)
  • Experience with ConnectWise ticketing system and/or IT Glue are a major plus
  • Ability to easily troubleshoot and resolve PC and Mac-related hardware, software, operating system, email,
  • printing, and network issues
  • Administer Active Directory (user accounts and security groups)
  • Strong familiarity with Mac OS
  • Strong familiarity with Windows 10
  • Experience with Microsoft Office 365 and Outlook Web Access (OWA)
  • Knowledge of GSuite administration
  • Ability to learn/administer apps such as Okta, OneLogin, LastPass, Citrix VDI, SolidWorks, Meraki, Zoom, Ring
  • Central, JumpCloud, Slack, QuickBooks, Box, DropBox, MFA
  • New Mac/PC setup and general configurations
  • iPhone/Android setup, configuration, and sync-issue resolution
  • Virus/malware removal and prevention
  • Familiarity with an IT service ticketing system and creating IT documentation
  • Excellent verbal and written communication skills
  • The ability to work independently as well as with our team
  • Reliable, on-time, personable, and customer-focused
  • The ability to multi-task and work across a range of IT issues with various timelines and priorities
  • Poise and patience during phone-based tech support and potential onsite visits
  • Solid writing skills to document work completed and create/maintain IT documentation for clients
  • Comfortable working with a variety of clients, other techs, and HW/SW vendors
  • Energetic, able to switch gears quickly from job-to-job / task-to-task
  • Desire to learn; independently and on the job

Minimum Qualification

  • The ideal candidate will have solid tech skills, with the ability to quickly and efficiently triage issues.
  • New computer and end-user setups
  • Troubleshooting PC and Mac issues via remote login or occasional onsite visits
  • Updating client IT documentation and tickets
  • Contacting vendors on behalf of clients
  • Reinstalling Windows/Mac OS and performing system upgrades
  • Resolving malware and virus issues on Macs and PCs
  • Active directory administration
  • Office 365 exchange administration
  • Google Suite administration
  • Windows troubleshooting
  • Mac troubleshooting
  • VPN troubleshooting
  • Cisco Meraki experience
  • Office apps troubleshooting (primarily Outlook)
  • General server troubleshooting
  • General networking troubleshooting
  • Account and computer setups

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