Remote Help Desk Engineer

New York Cloud Apps; Santa Cruz de Tenerife; Remote; EUR 40,000 - 58,000; Full time

Job summary

New York Cloud Apps is seeking a Help Desk Engineer to deliver first-line IT support for clients, including SaaS products and productivity software. You will handle phone and email requests, assist with light user administration, and collaborate with Data Center teams to maintain system uptime.

Ideal candidates have basic networking knowledge, familiarity with Microsoft Office tools, and experience supporting enterprise applications such as Microsoft Dynamics and Citrix.

Qualifications

• Provide first-line end-user technical support via phone and email.
• Light user account and email administration.
• Coach users on best practices and techniques to avoid simple issues.
• Work with the Data Center teams to monitor events to ensure client system uptime and stability.
• Ensure change control and other processes and documentation are completed when systems are deployed or modified.
• Basic knowledge of TCP/IP, networking, and smartphone configuration.
• Proficient with Microsoft Word, Excel and Outlook.

Responsibilities

• Provide first line end-user technical support via phone and email
• Provide light user account and email administration
• Coach users on best practices and techniques to avoid simple issues
• Work with the Data Center teams to monitor events to ensure client system uptime and stability
• Ensure change control and other processes and documentation are followed and that configuration documentation is completed when systems are deployed or modified
• Basic level knowledge of email administration
• Basic level knowledge of TCP/IP, networking
• Basic level knowledge of smartphone configuration
• Proficient with Microsoft Word, Excel and Outlook is preferred
• Previous experience working with Software as a Service products is suggested

Skills

Customer support

Technical support

SaaS experience

Communication

Tools

Microsoft Dynamics Applications

Citrix Applications

Productivity Software

Job description

Office Location: Remote Offices, Long Island, and New York City

Position Description: The Help Desk Engineer (HDE) is an experience IT support technician working in a service representative capactity for a variety of clients. The Help Desk Engineer is responsible for first-line technical support of client-facing technology, such as Microsoft Dynamics Applications, Citrix Applications, Productivity Software, Password Resets, etc. Additionally, the Help Desk Engineer ay provide light system adminsistration functions, such as creating/deleting users, managing groups, managing distribution lists and public folders, etc.

Requirements / Essential Duties

• Ability to call on and word directly with C level executives in small to large size businesses.
• Provide first line end-user technical support via phone and email
• Provide light user account and email administration
• Coach users on best practices and techniques to avoid simple issues
• Work with the Data Center teams to monitor and respond to events to ensure client system uptime and stability
• Ensures change cnstrol and other processes and proceduires are followed and that configuration documentation is completed when systems are deployed and/or modified
• Basic level knowledge of email administration
• Basic level knowledge of TCP/IP, networking
• Basic level knowledge of smartphone configuration
• Proficient with Microsoft Word, Excel and Outlook is prefered
• Previous experience working with Software as a Service products is suggested

For any questions about this position please email [e-mail]