Engineer - Level 2 Help Desk (Field/Office)

ZipRecruiter; Taunton; On-site; GBP 35,000 - 50,000; Full time

Job summary

Join a Women-Owned Business as an Engineer at RetroFit Technologies, where the focus is on delivering IT Security Solutions and outstanding professional services. This role offers a dynamic environment in technical support, requiring a blend of customer service skills and technical expertise. With a commitment to employee growth and thriving workplace culture, RetroFit seeks individuals driven by passion for technology and wanting to make an impact.

Benefits

Company-provided van

Gas card

Laptop

Cell phone

Qualifications

• Experience with Windows Server operating systems.
• Knowledge of networking hardware like switches and routers.
• Ability to lift up to 50 lbs and travel weekly.

Responsibilities

• Perform onsite helpdesk services and customer support.
• Plan and implement technology solutions at client sites.
• Troubleshoot hardware and software issues as needed.

Skills

Customer service

Communication

Problem-solving

Multitasking

Education

Bachelor's degree or equivalent experience

Tools

Windows Server 2012/2016/2019

Office 365

Azure

VMware ESXi

Hyper-V

RMM tools

Datto

Job description

Engineers at RetroFit are responsible for the development and delivery of our technical offerings. This position is in the professional services department. The professional services department installs, configures, and designs solutions to meet clients’ needs. Engineers at RetroFit are experienced, hardworking individuals who enjoy working on technically challenging projects and service offerings. They are well-rounded professionals passionate about emerging technology, with strong customer service and communication skills. The position requires extensive travel to our client sites, with a company-provided RetroFit van, gas card, cell phone, and laptop.

Key Areas of Responsibility

• Perform routine onsite helpdesk services.
• Plan and implement solutions using the latest technology.
• Deploy workstations, printers, switches, servers, backup appliances, wireless networks, etc.
• Configure, manage, and troubleshoot routers, switches, and firewalls.
• Provide innovative technical solutions to complex hardware and software problems.
• Communicate effectively with internal and external customers.
• Articulate problems and solutions clearly to clients via phone, email, and in person.
• Serve as the technical point of contact on customer engagements and internal projects.
• Complete projects and tasks on time and within budget.
• Understand SLAs in a production environment and proactively meet them.
• Review and update service requests daily, providing status updates and ensuring accurate data entry into ticketing systems.
• Assist the Managed Services team with support requests such as helpdesk, NOC, backup, and alerting, especially during downtime.
• Assist the Break/Fix team with diagnostics, repairs, and replacements during downtime.
• Perform other duties as assigned.

Minimum Qualifications

• Bachelor’s degree or equivalent experience.
• Ability to travel weekly to customer sites.
• Experience with Windows Server 2012, 2016, and 2019.
• Experience with tools such as spam filters, antivirus/EDR, email backup, and archiving solutions.
• Experience with Office 365 and Azure.
• Knowledge of switches, routers, firewalls, and wireless access points.
• Experience with physical server and storage management.
• Clean driving record and ability to be added to the company vehicle insurance policy.
• Ability to lift at least 50 lbs.
• Sense of urgency.
• Ability to work independently with minimal supervision.
• Experience with ticketing and asset management systems.
• Strong multitasking and prioritization skills.
• Excellent oral, written, and documentation communication skills.
• Attention to detail and creative problem-solving skills.
• Ability to follow policies and procedures consistently.

Preferred Qualifications

• VMware ESXi and Hyper-V management.
• Experience with RMM tools like Datto Autotask.
• Experience with Barracuda email security solutions.
• Experience with Datto backup or similar tools.
• Experience with Auvik or other network management tools.
• ITILv4 Foundations certification.
• Microsoft 365 or Azure certifications.
• Windows Server 2012+ certifications.

Company Overview

RetroFit Technologies is a privately held, Women-Owned Business. We provide IT Security Solutions, End-User Help Desk, Professional Services, and Field Services. We foster a positive work environment where employees can thrive. Join us to be part of a stable, growing company with over 40 years of success. If you're driven and passionate about technology, share our vision and grow with us.