The Service Desk Senior Engineer will ensure stable operation of Managed Network Services client’s computer networks. Plan, develop, install, configure, maintain, support and optimize all network hardware, software and communication links. Provide effective and clear communication and strong customer service to clients while analyzing and resolving end-user hardware and software issues within SLAs and ability to provide end-user training where necessary.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
· Highest technical asset in Service Desk escalation process
· Assist Team Lead in developing junior technicians
· Perform network design and capacity planning
· Develop, implement and maintain policies/procedures for network resource, administration, appropriate use and Disaster Recovery
· Oversee installation, configuration, maintenance and troubleshooting of end-user workstation hardware, software and peripheral devices
· Research hardware and software and interact and negotiate with vendors, outsources and contractors to secure network products and services
· Perform asset and operational management responsibilities such as managing servers, security solutions, routers, switches, network hardware (including upgrades), security and server audits, backup and recovery, administration of equipment and monitor, test and report on performance of networks
· Ability to work on-call as part of a rotation
· Work through inbound customer calls and ticketing systems to resolve issues
· Occasional inspection of cables and floors and ceilings
KNOWLEDGE, SKILLS AND ABILITIES:
1. Knowledge: This position requires 4 years equivalent work experience or a bachelor’s degree in the field of computer science. Microsoft, CompTIA and Cisco certifications.
2. Skills: Must be extremely accurate and detail oriented. Must also possess excellent written and oral communication skills. Excellent interpersonal, customer service and relationship building skills. Highly self-motivated and directed.
3. Abilities: Proven analytical and problem-solving abilities. Must have ability to meet deadlines. Ability to prioritize and execute tasks in high-pressure environment.