Service Desk Engineer - 3rd Shift

Description:
• Support Desk Engineers (SDE) possess the experience, skill level and in-depth knowledge of the customer environment to effectively respond to general IT-related inquiries for Mpathic on behalf of our customer, a large National Managed Service Provider; they work efficiently in a structured environment, evincing a high and unvarying degree of professionalism and empathy.
• SDEs will possess exceptional oral and written communication skills, be proficient and consistent problem solvers, collaborate with other members of Mpathic and customer staff, and be able to think critically and listen actively.
• The 3rd shift position for this SDE would be four 10-hour shifts, currently 12 PM-10:30 AM EST Wednesday through Saturday morning.
• It is critical that the SDE is present, with extremely high punctuality, for each scheduled shift.
• This position is part of the P1/P2 team that handles more urgent cases and alerts, and staffing is limited making shift reliability critical.
• While the SDE is online they serve as after-hours support for clients who require 24/7 support.
• In addition to this, SDEs monitor the boards for alerts and cases that may come in showing any network or system issues at the customer’s locations.
• Investigation will then take place to determine, document, and resolve the cause of the alert, inform the customer, and if the issue cannot be resolved, then transfer to the appropriate department.
• This is an hourly contracted position, and all work is performed from home.
• All equipment is provided by Customer, including a laptop, monitor, docking station, wireless keyboard, mouse and headset.
• The initial training takes two weeks, including classroom and shadowing with the alerts and monitoring team.
• Initial training would be during the day, during the 8-5 shift.
• After that the SDE could potentially do 1-2 weeks of shadowing/reverse shadowing with the current third shift personnel.

Requirements: • Empathic Attitude • Experience working as a Windows System Administrator or similar IT Service Desk role; • IT customer service experience in a fast-paced help desk or customer contact environment; • High School Diploma or equivalent required, college degree preferred; • CompTIA A+, Net+, and Server+ or equivalent Certifications required • Industry-standard certifications (Cisco, Microsoft, CompTIA) and related experience may be substituted in lieu of a degree;

Benefits:

Apply Job!