Job Title: Service Desk Engineer (Onsite)Location: Charlotte, NC

Company Overview:We’re a fast-growing Managed Service Provider (MSP) dedicated to delivering top-tier IT solutions and support for our clients. Our team is committed to fostering positive client relationships and ensuring high levels of customer satisfaction.

Position Summary:The Service Desk Engineer (SDE) will be the frontline for customer support, managing and executing service requests to ensure seamless IT solutions. You will serve as the client’s advocate, delivering support remotely and in person while building strong, lasting relationships. As a critical point of contact, you’ll collaborate closely with clients, keeping them informed throughout the process to maintain their confidence and satisfaction.

Key Responsibilities:

• Support Requests: Address and resolve customer tickets in a timely manner, managing priorities and updating ticket notes and time entries accurately.
• Remote Support: Deliver scheduled and ad-hoc remote support for client IT needs.
• Client Training & Advice: Guide clients on best practices for using IT systems and tools to enhance their operations.
• Troubleshooting: Diagnose and resolve various IT issues across hardware and software.
• Systems Analysis: Identify recurring issues and recommend process improvements to increase client satisfaction.
• Documentation: Maintain accurate documentation for all tasks and ensure information is up-to-date.
• Quality Assurance: Implement QA standards, continuously improving processes and contributing feedback to internal teams.
• Client Communication: Act as the main point of contact, managing customer expectations, addressing concerns, and providing status updates.
• Team Collaboration: Assist in the mentoring and training of junior staff, and work alongside engineers, consultants, and external vendors as needed.
• Continuous Learning: Keep current with emerging technologies and IT best practices to provide high-quality support.

Technical Requirements:

• Core Knowledge: Strong experience with IT hardware and software, including proficiency with Microsoft server and desktop operating systems.
  • Windows Server (2008+)
  • Windows Desktop OS (Windows 7+)
  • Microsoft Office (2010+), Office 365, Exchange Server (2010+)
  • Active Directory
• Networking & Devices: Basic networking knowledge, along with experience working with desktop and server hardware, printers, and mobile devices (iOS, Android, Windows).
• Microsoft Stack Proficiency: Intermediate to advanced skills in Microsoft environments, including network infrastructure and related technologies.
• Desired Platform Experience: Familiarity with tools like SonicWall, Hyper-V, Acronis, ConnectWise, Auvik, macOS, and WebRoot is advantageous.

Skills & Attributes:

• Problem-Solving: Ability to assess and troubleshoot a wide range of IT issues, finding effective solutions independently.
• Communication: Exceptional customer service orientation with the ability to communicate clearly, both verbally and in writing.
• Team Player: Willingness to collaborate effectively within a team environment, as well as the capability to work autonomously when needed.
• Attention to Detail: Highly organized with meticulous attention to documentation and follow-through.
• Professionalism & Initiative: Demonstrates punctuality, confidentiality, and a proactive approach to task management.

Additional Requirements:

• Clear English Communication: The role requires fluent English communication as it involves supporting clients exclusively in English.
• Personable Approach: We seek an outgoing, positive personality with a commitment to fostering professional client relationships.

Benefits:

• Health & Wellness: 100% employer-paid medical, dental, vision, and long-term disability insurance (employee only; dependents at employee expense).
• Life Insurance: $10,000 life insurance policy, fully covered.
• 401(k): Eligible after 1 year with company contributions (up to 4%).
• PTO: Begins accruing after 90 days; two weeks in the first year, with an additional week after the first year. Unused PTO is paid out annually.
• Perks: Earn points for positive reviews, redeemable for cash, and join our half-day Friday rotation after 90 days.

Working Conditions:This position is in-person only, with some flexibility for occasional remote work if necessary.

If you are a dedicated IT professional ready to contribute to a high-performing team and deliver top-notch client service, we encourage you to apply!