Panaro Group - Your Strategic Recruiting Partner · 2 days ago
Service Desk Engineer - Level 2
Racine, WI, USA
Full-time
Hybrid
Mid Level
4+ years expThe Panaro Group is a strategic recruiting partner, and they are seeking a Service Desk Engineer to manage and remediate IT Service Desk tickets for their clients. This role involves handling complex tickets, documentation, and may require managing smaller network and infrastructure projects as needed.
Human ResourcesRecruitingStaffing Agency
Responsibilities
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. This will include, but is not limited to, ConnectWise, IT Glue, and N-Central. Constant communication (both internally and externally) to ensure all necessary parties are informed of current ticket status throughout the duration of the ticket. This may occur via phone, email, or ticketing system notifications. Timely remediation of ticket or if unable to resolve ticket issue then effective use of judgment to escalate ticket to L3/L4 for review. Provide on-call escalation support after hours to remediate critical issues for IT management clients
Documentation- This will consist of: Effective documentation, both customer facing as well as internal, occurring within assigned tickets to provide necessary information to clients and relevant CCB staff. Timely and accurate submission of time sheets, PTO forms, expense reports, etc. Proper association of billable and non-billable time. This documentation must occur within CCB’s designated internal applications and tools, primarily within ConnectWise, IT Glue and N-Able
Training & Certifications- Perform cross training with other engineers to learn additional hands on technical skills and abilities. This may also include studying, completing, and maintaining any required vendor certifications
Managed Services Client Projects- At certain points tickets will be identified as projects that are out of scope with current IT Management/Help Desk contract. At that time, the Service Desk Engineer could be tasked with working with that client to complete that project under the client’s Master Service Agreement contract
Travel- This may consist of: Performing on-site client visits; local, day trip only. Attend relevant conferences or trade-shows representing CCB Technology
Qualification
Required
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 where only limited standardization exists
Company
Panaro Group - Your Strategic Recruiting Partner
Panaro Group is your strategic recruiting partner! We are a boutique Recruitment Process Outsourcing (RPO) firm that manages the full recruitment process for your business.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase