Senior Service Desk Engineer
THE FULCRUM GROUP Keller, TX $50k - $70k

**Please complete application and profile questions to be considered for this position**

Salary: $50k to $70k depending on experience

This position will work a day shift between the hours of 5:00 am to 8:00 pm M-F with a rotating on-call shift for the Service Desk. Shift assignment will be based on need at the time and may change in the future.

Candidates are expected to have 5+ years of experience in a service/help desk or related engineer position.

This position requires excellent communication, technical skills, and customer service.

Must have hands-on experience and demonstrate the ability to methodically resolve printing, server, storage, wireless, telephony, network and end-user issues.

Candidates must be proficient in Active Directory, Group Policy, DNS, DHCP, Windows 10, Windows Server 2012 R2, Microsoft Office suites, Anti-virus Software, and Remote Monitoring and Management (RMM) tools.

Job Duties:

  • Ensure that all Service Desk Engineers are consulting with you at the 30 min mark of their phone call. 
  • Ensure that all service desk calls and tickets are escalated at the 45 min threshold and driven by you to resolution.
  • Ensure that past due tickets are reviewed daily and contain a note from you each day when past due.
  • Respond to service requests within 24 hours of receipt during business hours.
  • Set and manage the client’s expectation for the tickets life-cycle to include Triage, In progress, Scheduling, Waiting, and resolutions.
  • Resolve all reactive issues within 3 business days.
  • Achieve 90% same day ticket resolution on all tickets assigned or escalated to you.
  • Maintain a 4.85 or higher client satisfaction rating.
  • Periodically hold technical coaching sessions with service desk team members.
  • Provide support for the service desk in a back-up position if another team member calls out sick, is on vacation, or call overflow.
  • Assist with proactive support tasks to clients related to alignment reviews.
  • On-call support and projects occasionally require the candidate to have dependable transportation for local travel to customers in the DFW area. 
  • Engineer must accurately and promptly enter all-time billing, and keep their calendar up-to-date.
  • Engineer should be able to work with Fulcrum team members to develop SOP’s and checklists to assist with knowledge gaps.

Other Desired Skills:

  • Familiarity with ticketing systems such as Remedy, ConnectWise, and Autotask
  • Familiarity with previous RMM tools such as AEM, Labtech, and Kaseya.
  • Experience with cloud-based anti-virus solutions such as Webroot, Symantec, and Sophos.
  • Experience with cloud-based PBX and VoIP network troubleshooting.
  • Understanding of networking equipment including switches, firewalls, routers, and access points.
  • Experience with SNMP configuration and troubleshooting.
  • Experience with network printing and scanning.
  • Experience implementing and maintaining backup solutions such as StorageCraft, Veeam, and off-site replication.
  • Understanding of storage devices to include Synology NAS, Dell Equal-Logic, and attached/unattached storage devices.
  • Experience configuring and troubleshooting Remote App/Terminal Services functionality, thin clients, and infrastructure understanding.
  • Knowledge of server load balancing, clustering, and failover.
  • Experience with Windows Server 2012-2016 to include PowerShell, Group Policy, Active Directory configuration/troubleshooting, and certificate servers.
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