Help Desk Engineer

IPsoft

New York, NY, United States permanent

Posted: April 6, 2015

Required Skills

Job Description

• IPsoft is a global autonomic services provider, delivering Managed Services, Platform-as-a-Service, Automation-as-a-Service and Autonomic Cloud Orchestration. The company’s mission is to power the world with expert systems.

• IPsoft leverages advanced autonomics that remediate, on average, more than 56 percent of IT Operations tasks including: event management, incident management, change management, request fulfillment and standard operating procedures. We globally support a wide range of enterprise customers, service providers and telecommunications companies. IPsoft’s autonomic technologies enable clients to realize lowered costs, reduced human errors and enhanced service levels.

• Headquartered in New York City, IPsoft has operations in 10 countries across North America, Europe and Asia. IPsoft aims to be a true partner helping businesses achieve better outcomes.

Responsibilities
• 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, AD administration, BES administration, SAP support, VMWare support, mobile phone/tablet support, proprietary software support, VPN connectivity troubleshooting, group policy modification and troubleshooting, SMTP and NDR based troubleshooting, login script troubleshooting, utilizing remote tools to facilitate efficient resolution of issues, knowledge of scripting to help automate processes.

• 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.

• Properly document all issues in tickets and update knowledge base articles for other engineers.

• Test and report errors in company internal systems and tracking tools.

Benefits
• Competitive Base Salary
• Monthly Bonus Plan
• Medical Insurance, Dental Insurance, and Vision Care
• Life Insurance
• Short Term and Long Term Disability Insurance
• 401(K) Plan
• Flexible Spending Accounts; Health Care, Dependent Care, Transportation
• Paid Time Off

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