As A Senior Service Desk Engineer, You Will Be:

Serving as a leader and technical escalation point of contact for Service Desk Engineers. Providing telephone/e-mail technical troubleshooting support to our entire customer base of about 1,000 small to medium-sized businesses. Our customers require IT support ranging from supplemental support to total IT management. Collaborating with a great team to identify solutions to customer support requests and escalating to more senior team members or external resources as needed. Taking ownership of customer incidents by providing telephone/remote/email support to Dataprise clients. Performing advanced troubleshooting and resolving various technical issues related to computer hardware and software problems. Configuring and troubleshooting issues related to the following technologies (and much more!): Windows Server, DNS, DHCP, VPN Clients, Group Policy, Folder Permissions, Firewalls, VMWare servers, Printers on Terminal/Citrix servers, Printer Servers, Office 365, Mac workstation and network connectivity issues, Exchange Server, and Microsoft Office Applications and the latest versions of the Microsoft Office suite. Following up on open tickets, keeping the clients informed of any updates to their tickets along the way. Keeping client documentation up to date as needed. Recognizing, predicting, and communicating potential issues and possible failure points in client systems and processes.