Help Desk Engineer

“Thanks for calling IPsoft, how can I help you today?”  The ten words that makes a user’s day when they are frustrated at home trying connect to their company’s VPN. Our 24/7 Global NOC takes hundreds of calls remotely supporting our client’s users. Our skilled troubleshooters get to learn how to use IP center   and understand how automations are integrated into our client’s environments. 

•  Provide support for end users in Windows XP, Windows 7 & Windows 8 in domain environments. 
• Handle and resolve end user issues via telephone, incoming tickets and onsite support within SLA.
• Responsibilities include break/fix, new build outs and escalation of level 2 calls, Active Directory administration, BES administration, SAP support, VMWare support, mobile phone/tablet support, proprietary software support.
• Support VPN connectivity and utilize remote tools to facilitate efficient resolution of issues.
• Modify and troubleshoot group policy, SMTP, login scripts and NDR based troubleshooting.
• Properly document all issues in tickets and update knowledge base articles for other engineers.  

• Candidates must have excellent communication, customer service skills and the ability to extract information from end users to resolve network, server and computer related hardware/software issues. Candidate must be able to ask questions to determine the scope of what they are troubleshooting. 
• Candidates must demonstrate knowledge and methodical trouble shooting skills for software, hardware and networking issues. 
• Test and report errors in company internal systems and tracking tools.