National Help Desk Engineer I

Sharp Electronics Corporation; Kingsport (TN); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Flexible hybrid work schedules

Healthcare plans (medical, dental, viz

401k with match

Employee Assistance Plan

Wellness program

Training and mentorship

Voluntary insurance benefits

Dynamic culture

Job summary

Sharp Electronics Corporation is seeking a National Helpdesk Engineer I to provide Tier 3 helpdesk, server, and infrastructure support for clients of varying sizes. The role includes diagnosing issues via remote tools or on-site visits, logging tickets, and collaborating with Project Engineers.

Ideal candidates have 5–7 years in technical support, with at least 5 years in remote support, and strong communication and customer-service skills.

Qualifications

• 5–7 years experience in a technical support role.
• At least 5 years experience in remote technical support.
• Microsoft Azure Certification is highly preferred.
• Experience with Windows Server operating systems is required.
• Basic administration of Windows servers is preferred.
• Familiarity with LAN/WAN and network troubleshooting is preferred.
• Strong communication skills are essential.

Responsibilities

• Respond to calls, tickets, and emails escalated to troubleshoot issues.
• Analyze and respond to server and infrastructure alerts.
• Perform onsite deployment of customer desktops, servers, and infrastructure equipment.
• Collaborate with teams on customer projects and with Project Engineers.
• Troubleshoot, monitor, and maintain client computers and desktop apps.
• Escalate unresolved issues to the appropriate internal channel.
• Possess excellent customer service and communication skills.
• Occasionally work remotely to update servers.

Skills

Excellent communication

Customer service

Remote support

Teamwork

Problem solving

Motivated/self-motivated

Time management

Education

Microsoft Azure Certification

Tools

Windows Server

Email servers

LAN/WAN

Remote management tools

Ticketing system

Job description

Overview

The National Helpdesk Engineer I is responsible for providing Tier 3 helpdesk end-user support, server, and infrastructure support for small to enterprise-sized clients with complex issues in various Microsoft products, as well as other technical hardware and software issues. Additional duties include diagnosing and resolving technical issues over the phone by using advanced remote management tools or on-site and logging tickets into our ticketing database to track time and facilitate tactical report generation.

Responsibilities

• Respond to calls, tickets, and emails that are escalated from the NHD team members to troubleshoot reported issues in a helpdesk environment
• Analyze and respond to Server and infrastructure alerts
• Onsite deployment of customer desktops, servers, and infrastructure equipment
• Work on customer projects with teams of NHD team members and Project Engineers
• Troubleshoot, monitor, and maintain client computers and desktop applications
• Support current Windows Server operating systems
• Support current Microsoft and other Server products
• Escalate unresolved issues to the appropriate internal channel
• Must be motivated and work well in a team environment
• Excellent customer service skills
• Excellent communication skills, including the ability to translate complex technical terms and concepts into layman’s terms
• Some weekend work may be required on occasion, so must have the ability to occasionally work remotely updating servers

Qualifications

• 5-7 years experience in a technical support role
• At least 5 years experience in a remote technical support role
• Current related Microsoft Azure Certification is highly preferred. Excellent communication skills required
• Experience with current Windows Server operating systems required
• Basic administration of Windows servers preferred
• LAN/WAN and basic network troubleshooting and problem-solving preferred
• Familiarity with email server and spam filtering technology preferred
• Must have exceptional communication skills
• Must be energetic, self-motivated, and work well in a team environment
• Ability to work remotely as needed

About Sharp Business Systems

Sharp Business Systems (SBS) is a direct sales division of Sharp Electronics Corporation, the U.S. based subsidiary of Japan's Sharp Corporation. With the strategic solutions set that make up the Simply Smarter Office, Sharp Electronics is viewed as a leading provider of innovative technologies and services ranging from its highly acclaimed AQUOS interactive display panels and portfolio of multifunctional printers, to a proven suite of advanced workflow and managed IT services.

Employee Perks:

• Flexible hybrid work schedules.
• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support. Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and wholistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
• Dynamic culture eager to innovate, enhance diversity, and work smarter.

#SBS

The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.

Compensation Statement

$55,100—$65,000 USD

Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.

As part of our recruitment process, Sharp Electronics may use automated tools, including artificial intelligence, to assist in the recruiting process. These tools are used to support, and not replace, human decision-making. We are committed to fair and equitable hiring practices, and all hiring decisions are made or reviewed by qualified personnel.

All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations in order to be considered. Local candidates only, please.