Service Desk Engineer Level 2

Job Description

Position Summary:

The Service Desk Engineer is a key role within CCB Technology. The position is primarily responsible for the management and remediation of IT Service Desk tickets for CCB Technology IT Management clients. Specifically, this will involve complex tickets that cannot be resolved via our L1 Service Desk team and therefore are escalated internally.

Although the primary focus of this position is to remediate said tickets, the engineer could also be tasked with handling smaller network and infrastructure projects for IT Management clients, as needed.

• Service Desk Ticket Management- This will include the overall management of assigned tickets to current workload. Effective management will include:
  Proper utilization of CCB Internal tools (Connect Wise, IT Glue, and N-Central),
  constant communication with internal and external parties to inform of ticket status,
  timely remediation or escalation to L3/L4 when necessary, and on-call escalation support after hours for critical issues.
• Documentation- This will consist of:
  effective documentation (customer-facing and internal) within assigned tickets, timely submission of time sheets, PTO forms, expense reports, proper association of billable and non-billable time, and documentation within CCB’s designated internal applications/tools (Connect Wise, IT Glue, N-Able).

• Training & Certifications- Perform cross training with other engineers to learn additional hands-on technical skills. This may include studying, completing, and maintaining required vendor certifications.
• Managed Services Client Projects- At times, tickets may be identified as projects outside current IT Management/Help Desk contracts. The engineer could be tasked with working with that client to complete the project under the client’s Master Service Agreement.
• Travel- This may include on-site client visits (local, day trip) and attending relevant conferences or trade-shows representing CCB Technology.

• CCB Technology has an expectation for how you are consistently dedicating your time on a weekly basis. This can change for various reasons (PTO, holiday, certification training). Most weeks should closely resemble the following allocation:
  • 31 Hours (77.5%):
    Service Desk ticket management and remediation – including documentation and timesheets.
  • 1 Hour (2.5%):
    Internal meetings
  • 2 Hours (5%):
    Training (cross training and vendor certification training)
  • 6 Hours (15%):
    Lunch/Breaks

• Minimum of 4 years of experience in infrastructure and networking.
• Associate's degree (A.A.) or equivalent from a two-year college/technical school, or one-to-two years of related experience/training.
• Good knowledge of industry-leading hardware and equipment products such as Dell, Lenovo, HP, and Cisco.
• Knowledge of industry-leading business productivity applications including Microsoft Office, Office 365, and data backup solutions.
• Experience working with Microsoft server operating systems, Active Directory, and Microsoft Exchange infrastructure.

• Strong oral and written communication skills, combined with excellent time management and organizational abilities.
• Detail-oriented and able to work effectively under pressure with minimum supervision.
• Ability to multitask several job responsibilities and show good judgment in assessing priorities.
• Good interpersonal abilities to work with clients to resolve support tickets.
• Strong analytical and problem-solving abilities.
• Ability to provide guidance and knowledge share with other engineers.
• Ability to solve practical problems and deal with a variety of concrete variables in situations with limited standardization.

Physical Demands & Work Environment:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The employee must occasionally lift and/or move up to 35 pounds. While performing the duties of this job, the employee is regularly required to sit; use hands; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.

All your information will be kept confidential according to EEO guidelines.