Service Desk Engineer – Tier 2

Service Desk Engineer – Tier 2

The Service Desk Engineer (Tier 2) is responsible for the success of client users who need help with problems, service requests, and deploying new products.

Primary Duties and Responsibilities – Travel to client sites in the New York City metro area and surrounding cities as scheduled. Work at client sites may reach 100%. When not assigned to work at client location, work remotely or from a BBH site as required. The Service Desk Engineer (Tier 2) performs a wide range of duties, including some or all the following for each client:

Communicate with customers, stakeholders, and team members

  • Respond to customer inquiries
  • Follow up on work in progress with daily updates
  • Explain resolution
  • Adjust expectations when necessary
  • Use appropriately technical and non-technical language, depending on the audience
  • Document work in succinct and timely updates through our ticketing system

 Deploy products and services

  • Execute BBH Solutions implementation methods to prepare new products and services for customers.
  • Manage the process of product and service deployment, including stakeholder engagement.
  • Follow up with customers after deployments according to defined procedures and schedules.
  • Travel to client sites in order to complete the deployment.

 Solve problems

  • Use logic and intuition to solve client problems.
  • Know scope of services we deliver to our clients, and know how to use our tools to understand scope of services.
  • Must be able to gather appropriate information to diagnose multi-disciplinary problems, solve if possible or escalate to appropriate resources.
  • Work with our team to support technologies including the following. Highlight your areas of expertise, and we’ll train you on the others.
    • Microsoft 365, Teams, SharePoint, OneDrive
    • Microsoft Windows servers (OS, Active Directory, Exchange)
    • Microsoft Windows and Mac OS desktops and laptops
    • Mobile devices (iOS and Android)
    • Managed networks built on Cisco hardware, including LAN, WAN, VPN
    • Networks involving failover across multiple ISPs
    • Cisco voice environments, including both premise, hosted, and Jabber
    • Security and compliance tools including ForcePoint, ManageEngine, and Cisco FirePower
  • Participate with third-party vendors to help clients drive problems to resolution. Exhibit ownership of assigned issues, take initiative to claim open issues, and advocate on clients’ behalf for issues to reach resolution.
  • Execute hand-offs, where appropriate, to the Sales Team, Project Management Team, or Engineering Team.
  • Troubleshooting work may require visits to client locations.
  • Complete scheduled assignments for support coverage, including routine after-hours and weekend on-call assignments.

 Track data

  • Document all activities in our ticketing system.
  • Use each incident as a chance to evaluate documentation (technical docs, admin docs, partner guides and user guides) so that each incident makes our firm, our systems, and our clients stronger.
  • Track your time accurately.

Revise and improve documentation

  • Manage and improve documentation used by our engineers, by our client admin contacts, by client users, and by our partners.
  • Keep documentation up to date: rely on individual problems to strengthen documentation and look for ways to use documentation to strengthen the performance of our partners.

Experience and Requirements

  • At least four years of Helpdesk Engineer experience
  • Experience in a multi-client environment
  • Experience with Autotask, Datto, Auvik, and IT Glue strongly preferred
  • Must have excellent written and verbal communication skills
  • Bachelor’s degree preferred

We offer competitive salary and benefits. Benefits include Medical, Dental, a 401K plan, and paid time off.  Salary and benefits will be discussed during the interview process. Only those that meet the requirements above will be considered. Exte

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