Job Description:
The Support Desk Engineer will work on-site and remotely using the latest technologies to transform our client’s business technology into systems that just work - securely. You will work to solve our client's business issues using great technology solutions. Requirements: must be professional, find true joy in helping people resolve their business technology issues, have a built-in culture of cyber security, have great problem solving and documentation abilities, have integrity, be trustworthy and dedicated to continual improvement. Must be willing to be part of a team that has fun providing significant value to our clients, including providing after-hours support and maintenance of their computer and network systems. Position is full time, salaried with benefits & incentive pay. Salary is dependent on experience. IMS is willing to train a person with the proper base capabilities on how to provide 'The IMS Way' of noDRAMA network support to our clients.
Desired Skills and Experience:
- Install and support Microsoft desktop and server operating systems as well as Mac desktops and related programs
- Install, design and support server and desktop virtualization environments built on Microsoft and Azure technologies
- Install, administer, and support Microsoft Office 365 collaboration systems
- Design and support Microsoft Active Directory, AzureAD and Group Policies
- Design and support zero trust environments, client networks, switches, firewalls, VLANs, routers, VPNs and security
- Support disaster recovery solutions as part of the IMS Business Continuity Solution program offering local and remote backup solutions
- Install and support Microsoft SQL server and clients' line of business applications
- Must possess and strive to establish a culture of cyber security in every aspect of your work
- Automate the efficient support and down-time avoidance of client systems using best-of-class tools and systems
- Install and support VOIP phone systems
- Document client hardware and software
- Must be able to communicate well with clients and team members
- Be creative and innovative in enabling our clients to deliver great products and services
Professional and Vendor Certifications are desirable. A Bachelor’s degree is preferred. Ongoing training is expected and required. A training allowance is provided.
Duties and Responsibilities:
- Document all time and expenses into our Professional Services Automation (PSA) tool
- Attain proficiency and complete training on all in-house and client systems as directed
- Must be able to accurately document all work performed, at the time it is performed, in our PSA tool and keep the client informed of the status of issue resolution.
- Create and document internal processes and procedures
- Provide maintenance and support of internal IT systems
- Provide after-hours support and maintenance to client’s and their systems as required to minimize client downtime and achieve a WOW experience for our clients
- Achieve Professional and Vendor certifications as directed by management
- Work as a member of a team to improve customer service, perception and satisfaction
- Communicate effectively with team members and clients
- Must have the ability to be aware of the client’s business and gain specific knowledge of how their IT systems relate to their business strategy goals and operations
- Ability to quickly and properly analyze an issue and take the proper steps to resolve the issue or elevate the issue to the proper resource for resolution
- Must be self-motivated and self-directed with the ability to work in a fast-moving environment
- Must enjoy working in an environment where assisting other team members in the support our clients is the #1 priority
- Must have great people skills – this is a client facing support role
- Must be creative and innovative in solving and supporting our client’s business needs
