About the role: Service Desk Engineers work as part of our Technical Engineering Center (TEC) in providing remote technical support to Dataprise customers in a 24X7X365 environment. In this position, you'll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount!PositionResponsibilities:Provide telephone/email technical troubleshooting support to the entire Dataprise customer base of about 1,000 small-medium sized businesses. Our customers require IT support ranging from supplemental support to total IT management.Perform advanced troubleshooting and resolving various technical issues related to computer hardware and software problems.Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.Log accurate and detailed case notes within the Dataprise ticketing system.Serve as technical escalation point of contact for Level 1 Service Desk Engineers.Recognize, predict, and communicate potential issues and possible failure points in client systems and processes.Configure and troubleshooting end-user issues related to the following technologies: Windows Server, Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus, and Malware software, Spam Filtering, and Microsoft Office Applications.Following up on open tickets, keeping the clients informed of any updates to their tickets along the way.Keep client documentation up to date as needed.PositionRequirements:A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry.Strong technical aptitude and advanced hands-on experience with the following technologies: Windows Server, Exchange Server, Active Directory, Firewalls, DNS, DHCP, VMWare, Microsoft 365, Microsoft Office Application, and Microsoft Office; hands on experience with Citrix, Mac's, and Small Business Server preferred.Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues.The ability to diffuse potentially difficult situations with angry or unpleasant clients on a regular basis.Sound judgment and decision-making skills to be able to independently make decisions that affect customers without always being able to consult with a supervisor.The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service Level Agreement (SLA) driven environment.The capability to perform a variety of duties, often changing from one task to another of a different nature.Can maintain concentration and focus in a collaborative, open work environment; working within close proximity to peers with varying noise levels and interruptions. Strong attention to detail so work is accurate and complete. The availability to work flexible hours, which may include night shifts and/or weekends.A Bachelor's Degree in a related field dustry certifications such as CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate, and Apple Certified Support Professional.Dataprise Diversity Commitment:At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!Dataprise is an Equal Opportunity Employer.SDL2017