Helpdesk - Tier 1 Support Engineer - Full-time

This is a Tier 1 technical support position. Intelice is a Managed Service Provider (MSP) with a client list of over 100, using cutting edge technology to manage and support our clients. The Tier 1 role is part of a 3 Tier Service Desk, supporting clients in the businesses of Accounting, Construction, Law, Medical and many others fields. Here at Intelice, our number 1 priority is customer satisfaction. This priority is accomplished by having engineers that truly care about providing great customer service, having a great work ethic, being able to follow up with clients in a timely manner, being able to cohesively work within a team and having a love and desire to learn. 
First impressions are key in any walk of life. As an Intelice Tier 1 engineer, this role provides the first step in a client's resolution of any issue. It is imperative that our engineers have the technical knowledge to be able to solve issues quickly and know when an issue needs to be escalated, all the while staying in constant communication with the client and management. Our Tier 1 engineers strive to provide the best customer experience using their friendly and understanding personalities to relate to the end user; all the while using their technical know-how to resolve the client's issue at hand.

Responsibilities

• Rotating Afterhours On-Call shift
• Escalate issues to higher level staff as needed and in a timely fashion
• Modification of configurations, utilities, software, hardware, etc. for workstations, servers, and network resources
• Diagnose and resolve technical hardware and software issues
• Diligently utilize ticket tracking system to perform work and bill time for services rendered
• Respond to requests for technical assistance via phone, email, chat and ticketing system
• Work harmoniously with Service Desk team members, Cloud Services Engineers, Sales Team and Management Team
• Customer Service

Qualifications

• MSP/Consulting experience (Desired)
• Net+ (Desired)
• Microsoft PC and Server Skills
• Strong verbal and written communication skills with the ability to clearly communicate with technical and non-technical persons
• Basic understanding of a network infrastructure
• Have at least 2 years working experience in a help desk related technical role
• The ability to be calm under pressure
• The ability to multi-task and prioritize
• Able to communicate clearly over the phone
• Genuinely desire to provide excellent customer service to clients
• MCP Certification
• A+ Certification