Wilkes-Barre, PA

On-Call IT Support - Full Time Overnight Position

The Overnight, On-call, Service Desk Engineer is the first line of support services to our customers via telephone and remote-control software. To our callers it is the first experience with Global Tech’s high service standards, maintaining that standard is the main responsibility of the Service Desk.

The ideal candidate will be a solution-oriented problem-solver who can thrive in a fast-paced, sometimes stressful environment while maintaining a professional and composed demeanor. He / She will utilize their active listening, critical thinking and communication skills to continuously provide exceptional support services.

RESPONSIBILITIES:

• Provide support and resolve incidents to the end user’s satisfaction.
• Monitor and respond quickly and effectively to requests received through Voice Nation.
• Monitor and manage Service Desk tickets assigned to the queue and process first-in first-out based on Priority.
• Properly update ticket system with work done to solve and complete the issue.
• Assist customers by confidently restoring services on Level 2 and Level 3 incidents, including: Active Directory, Messaging systems, mobile device management systems
• Assist system users by confidently restoring services on Level 1 network security incidents.
• Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client satisfaction.
• Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply most effective resolution methodology, including working with other technical teams.

QUALIFICATIONS:

• 2-5 years of hands-on and remote IT support experience in an enterprise environment.
• Must have 2+ years of recent and consecutive IT support experience.
• Strong hands-on experience in Windows Server, MS Exchange, Active Directory, VPN Software, Microsoft Office Suite, iOS and Android platforms.
• Knowledge of VMware, Citrix, MDM (Mobile Device Management), and multi-factor security a plus.
• Professional spoken and written communication.
• Exhibit a high-level of professionalism and sound judgment.
• Experience with ConnectWise or similar ticketing system preferred.