Help Desk Engineer

New York Cloud Apps; New York (NY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

New York Cloud Apps is seeking a Help Desk Engineer to provide first-line end-user support for client-facing systems, including Microsoft Dynamics and Citrix apps. You will respond to incidents via phone and email and help with basic user administration.

Ideal candidates will have SaaS experience, basic networking knowledge, and comfort coaching users on best practices. Office/remote locations include NYC and Long Island, with light admin duties.

Qualifications

• Provide first-line end-user technical support via phone and email.
• Coach users on best practices to avoid simple issues.
• Basic level knowledge of email administration.
• Basic level knowledge of TCP/IP and networking.
• Previous experience with SaaS products is suggested.

Responsibilities

• Provide first-line end-user technical support via phone and email.
• 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.
• Ensure change control and other processes and procedures 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.

Skills

End-user support

SaaS familiarity

TCP/IP basics

Email administration

Client communication

Tools

Microsoft Word

Microsoft Excel

Outlook

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