The Network Engineer is primarily responsible for fielding requests that are escalated for new system configuration or system/network troubleshooting, ensuring courteous, timely and effective resolution of issues. This includes receiving, prioritizing, documenting and actively resolving requests and escalating incidents when considered appropriate and necessary to maintain Service Level Agreement expectations. This position requires a keen eye for attention to detail and the ability to be resourceful in the changing landscape of Information Technology. In addition, the successful candidate will be results driven, and committed to building and maintaining client relationships.

Essential Duties and Responsibilities: • Respond to requests for technical assistance in person, via phone, and electronically • Standardize and configure workstation, laptops • Configure switches, wireless access points and firewalls • Resolve technical hardware and software issues by utilizing documented processes • Logging detailed descriptions of troubleshooting steps in ticket database • Identify situations requiring urgent attention; facilitate Third Party vendor assistance when appropriate and escalate to next level if unable to resolve • Follow standard procedures • Software and hardware install and uninstall requests, including configuration • Stay current with system information, changes, and updates • Embrace teamwork and collaboration by supporting colleagues and leveraging others’ strengths and experiences in order to achieve team goals • A concern for ensuring accuracy, clarity and quality of work reflecting an underlying drive to increase efficiency and track organizational measures • Performs miscellaneous job-related duties as assigned.

Education and Experience: • Associate degree in Computer Science, Information Systems or related field, or equivalent experience preferred. • ITIL V4 Foundation Certification or ability to obtain within the first 6 months of employment. • Help desk: 1 year (Preferred)

Technical Knowledge: • Basic desktop/laptop/network/hardware/software troubleshooting skills • Working knowledge of all electronic devices • Proficient in Microsoft Office 365, Outlook, Word, Excel, PowerPoint • Remote Desktop • Fortinet VPN • SharePoint • DUO • Mimecast

Interpersonal Skills: • Great phone etiquette and exceptional oral and written communication • Excellent customer service attitude and interpersonal skills • Strong organizational skills, concern for accuracy and attention to detail • Self-motivated with a strong aptitude and desire to learn.

Preferred Skills: • Experience using ConnectWise support software for issue tracking.

Working Conditions: • Office environment, work from home, occasional customer site.

Benefits: • 401(k) • 401(k) matching • Dental insurance • Health insurance • Life insurance • Paid time off • Tuition reimbursement • Vision insurance.

Schedule: • Monday to Friday, 8 hour shift between 7:30am and 6:00pm