We are an IT support company seeking a Level 1 Helpdesk Support Engineer to be part of our customer infrastructure support team.

Our Level 1 Helpdesk Engineers are the frontlines of our support effort. This team is the first voice of “hope” when an end-user calls who has an issue and cannot work. The Level 1 Helpdesk Team must be able to empathize with the user, at times under duress, while also getting to the root of the issue and solving it. If not solvable the L1HD engineers must instill confidence in the customer that their issue will soon be solved, providing any feasible workaround in the process

Candidates must demonstrate exceptional customer service skills and technical expertise while supporting our customers’ users on PCs, Laptops, Tablets, and smartphone platforms. Supported networks will be Microsoft-based both on customer sites and hosted customer environments.

Qualified candidates will be self-motivated, multitasking, pro-active individuals who demonstrate the ability to go beyond textbook training to anticipate and prevent typical problems, as well as quickly and intuitively solve new problems.

Some work will require on-site visits and you must have your own transportation.

Currently, everyone is working remotely and this job could be all work from home, but there is an office with a desk available in Woburn when we get back to working in the office.

Skills/Experience

· 2 to 3 years-experience of desk-side or remote support troubleshooting Windows operating systems and software applications in a business environment.

· Specialized technical certification in Microsoft products is a plus.

· Excellent analytical skills and problem-solving abilities

· Strong integrity, commitment to quality, and attention to detail

· Ability to build and maintain business partnerships via telephone and remote support

· Excellent professional communication skills including excellent oral and written skills

· Certifications are not required as you will need to demonstrate your technical abilities during the interview process

Responsibilities:

· Technical Network knowledge

· Microsoft Windows O/S, MS Office, MAC O/S Networking/Printing, Virus/Spyware removal skills

· Incident resolution

· Understanding and troubleshooting problem/incident

· Developing and communicating resolution plan

· Resolving incident or ensuring proper resolution of the incident

· Documenting resolution of the incident in company CRM

· Ensuring time is logged and work order is closed

· Re-routing work order if necessary

· Ensuring best practices are considered and included in the documentation

If you are interested in this position. Please respond with your phone # in the subject line or at the top of your reply and provide 2 to 3 sentences of why you would be a good fit for this position.