Hybrid MSP Field & Remote Support Engineer

Green Key Resources; New Jersey; Híbrido; USD 55.000 - 75.000; Jornada completa

Descripción de la vacante

Green Key Resources is seeking a Service Desk Engineer (L1.5 Field Technician) to deliver remote and onsite technical support to a diverse portfolio of managed services clients across the NY/NJ metropolitan area.

The candidate will triage and resolve Tier 1 and Tier 1.5 incidents, travel to client sites for hardware deployments and workstation setup, and support data center operations in a fast-paced MSP environment.

Formación

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred, but not required.
• 1+ years of experience providing desktop or technical support to end users.
• Experience working in a Managed Service Provider (MSP) environment is strongly preferred.
• Experience supporting multiple client environments is highly desirable.

Responsabilidades

• Serve as the first point of contact for client support requests via phone, email, and ticketing systems.
• Respond to incidents and service requests in a timely and professional manner.
• Troubleshoot, diagnose, and resolve Tier 1 and Tier 1.5 technical issues.
• Escalate complex issues to senior engineers with detailed troubleshooting notes and documentation.
• Set clear expectations and maintain regular communication with clients regarding ticket status and resolution timelines.
• Perform onsite support at client locations, including hardware installations, workstation deployments, user assistance, and troubleshooting.
• Configure and deploy desktops, laptops, printers, mobile devices, and related peripherals.
• Maintain accurate ticket documentation, knowledge base articles, and support records.
• Identify recurring technical issues and communicate trends to senior team members.
• Receive, inventory, package, and ship IT equipment and hardware.
• Provide remote hands support within a data center environment.
• Install, remove, and maintain servers, networking equipment, and related infrastructure.
• Maintain a clean, organized, and professional work environment.
• Deliver an exceptional customer experience through professional and effective communication.

Conocimientos

Problem solving

Communication

Customer service

Time management

Educación

Bachelor's degree in IT/CS or related field

Herramientas

Windows 10/11

MS Office (Outlook, Word, Excel)

Microsoft 365 administration

AD/Directory Services

Windows Server

PSA / ticketing systems

RMM platforms

Documentation systems

Descripción del empleo

Green Key Resources is seeking a Service Desk Engineer (L1.5 Field Technician) to deliver remote and onsite technical support to a diverse portfolio of managed services clients across the NY/NJ metropolitan area.

The candidate will triage and resolve Tier 1 and Tier 1.5 incidents, travel to client sites for hardware deployments and workstation setup, and support data center operations in a fast-paced MSP environment.