Service Desk Engineer (81700)
Waltham, MA

Job Description

Service Desk Engineer (81700)

in Waltham, Massachusetts

Job Description

NWN is recognized as one of the top 16 Cisco partners in the U.S. and a leader in the IT services industry with many awards and elite certifications from Hewlett Packard, NetApp, EMC, Microsoft and VMware to name only a few. With over 600 employees in 12 locations across the U.S. the company is on a fast track to even greater success. If you're a top performer looking for a new opportunity we want to talk to you!

NWN is looking for a Service Desk Engineer to join our team in Waltham, MA. This is a full time position with full benefits.

This role provides multi-faceted support to Managed Services clients/end users in an Information Technology Help Desk capacity. The role is responsible for the resolution of a variety of desktop-related problems including hardware, operating system, applications and/or network configuration. This role will require working with the end users to identify opportunities and helpdesk trends.

This role requires strong communication and analytical skills to assist the NWN Service Desk clients. The analyst must demonstrate a commitment to working through problems to resolution and complete tasks with a high level of accuracy.

The scope of essential job responsibilities includes but is not limited to:

* Adheres to, maintains, and improves operating policies, procedures and associated knowledgebase documentation.
* Provide customer satisfaction in the area of desktop services, providing a good level of technical expertise, and in a timely fashion.
* Diagnose and resolve technical issues in association with end user devise and/or software using authorized tools and follows documented policies and procedures.
* Must be able to handle multiple concurrent tasks with minimal supervision.
* Analyzes help desk trends to identify opportunities to improve the quality and value for each of our clients.
* Partner with IT staff at client locations to coordinate seamless support of desktop service.
* Works in an environment of multiple shifting priorities.
* Maintain current knowledge of industry trends and potential impact on the support to the business.
* Works with little supervision
* Log in/out of phone system at beginning/end of shift and maintain "Ready" state in phone queue
* Troubleshoot/resolve end-user issues via phone and remote management tools
* Create, escalate and close cases within dictated Service Level Agreements
* Communicate and share issue resolution in a customer oriented fashion
* Perform other duties as directed.
* Provide customer satisfaction in the area of desktop services in a timely fashion.
* Works in an environment of multiple shifting priorities.
* At times will be sought by others as a coach to resolve issues or help problem solve.
* Travel may be required.
* Work a flexible work schedule including nights and weekend shifts
* Strong oral and written communication
* Strong interpersonal skills
* Ability to work well in a team environment

The scope of additional job responsibilities includes but is not limited to:

* Cisco UC/MACD experience
* Understanding of common information architecture frameworks
* Able to present point of view to gain buy in from team and/or management
* Strong analytical skills
* Ability to think strategically and act tactically
* Offers ideas and suggestions to support achievement of goals

The successful candidate for this position will meet these minimum requirements:

* Able to work independently and successfully in team environment.
* 6 months to 3 years of work experience.
* Fluent in both English and Spanish
* Understanding of basic operating systems and desktop hardware.
* Able to present point of view.
* Sought by others as a peer and team member.
* Proactively initiates key relationships to collaborate and pool resources with internal and external partners.
* Effective at building trust in relationships with employees and managers.
* Manages different audience needs with a customer-focused orientation.
* Offers ideas and suggestions to support achievement of goals.
* Good problem-solving skills.
* Ability and desire to quickly learn new technologies and concepts.
* Effective at building trust in relationships with peers, clients, and management.
* Manages different audience needs with customer-focus.

The following qualifications are ideal, but not required:

* Certificates from Microsoft, Cisco or technology companies strongly desired.
* ITIL Foundation Certification
* CompTIA A+ Certification
* Windows 10 Certification

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