Service Desk Engineer - Systems Integrator

Hamilton Barnes Associates Limited; Austin (TX); On-site; USD 50,000 - 60,000; Full time

Job summary

A leading IT services provider in Austin is seeking a Service Desk Engineer to enhance client support. This role involves IT support functions, client communications, and continuous professional development. Candidates must possess relevant technical skills and be committed to exceptional client service.

Qualifications

• At least one year of service desk experience required.
• Must possess excellent verbal and written communication skills.
• Ability to lift 50 lbs and have a valid driver’s license.

Responsibilities

• Provide responsive client service through calls, emails, and messages.
• Support clients' infrastructure and core business applications.
• Document client configurations and report concerns to the Service Manager.

Skills

Critical thinking

Problem-solving

Communication

Teamwork

Detail-oriented

Education

CompTIA certification: A+, Security+, or Network+

Microsoft Technology Associate (MTA)

Microsoft MCSA

Tools

Office 365

Active Directory

Windows

Citrix

Job description

Want to venture deeper into the role of a Service Desk Engineer? Join a nationwide IT services provider specializing in security, compliance, Citrix, VMware Horizon, cloud, hosting, and fully managed IT solutions. With over 38 years of Citrix experience, this Austin, TX-based company collaborates with clients across the country to enhance technological performance and deliver tailored solutions that meet their unique needs.

This role requires numerous engagements with networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks. Additionally, the role involves a mix or remote ticket and onsite support at customer offices and the data center in Austin, Texas. Candidates must reside within a one-hour drive of Austin.

Ready to take the next step in your career? Apply today!

Responsibilities:

Client Service

• Provide responsive and exceptional client service. Answer internal and external client/vendor calls, emails, and messages quickly and pleasantly. Communicate in a friendly, professional, and patient manner.
• Perform all duties with the goal of building and maintaining long-term client/vendor relationships.
• Maintain exceptional client service, understanding client satisfaction and perception are of utmost importance.

IT Service and Support Functions

• IT support services for clients’ infrastructure, including clients’ core business applications
• Acquire specific knowledge of the client and how IT relates to their business
• Develop in-depth knowledge of the service offerings and how they relate to clients’ needs
• Participate in projects by performing assigned duties
• Perform other related technical duties as assigned

Documentation, Reporting and SLA’s

• Identify clients’ needs
• Update documentation for client configurations or processes
• Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
• Utilize active listening and client-care skills in identifying potential concerns
• Report client concerns or complaints to Service Manager.
• Answer internal and external communications timely and professionally

Professional Development

• Routinely take self-paced training in technologies relevant to the team
• Obtain industry certifications on a consistent basis

Administrative

• Enter all notes and time worked on the appropriate service ticket
• Create knowledgebase articles

Required Qualifications/Skills:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.

Core Competencies

• Ability to Lift 50 Lbs.
• Valid Drivers license and insurance.
• Safe and reliable vehicle.
• Ability to communicate and work effectively with end users over the phone, online, and on-site
• Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
• Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
• Critical thinking and problem-solving skills
• Organized and detail-oriented
• Strong team player

Technical Skills

• Windows workstation repair, maintenance, malware removal, and deployment
• Configuring network settings on workstations
• RDP client support
• Citrix and/or Omnissa Horizon Support
• Office 365 account and client support
• Server backup monitoring and maintenance
• Wireless connectivity for mobile devices and workstations
• Mobile devices – smartphones, tablets and laptops
• Exchange mailbox administration
• Active Directory account creation and management
• Network drive and printer mappings
• Diagnose network connectivity issues for workstations

Certifications

• At least one completed CompTIA certification: A+, Security+, or Network+
• Microsoft Technology Associate (MTA) preferred
• Microsoft MCSA preferred

Experience

• At least one year of service desk experience

Salary:

• $50,000 - $60,000