Service Desk Engineer L2/L3

Who We Are:

Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes – ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.

Who You Are:

This position will be Hybrid, but you will be working closely with the teams in the United States and Canada through video chat, instant messaging, e-mail, phone, and our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes attention to detail, following the processes in place, and being able to adapt to various situations.

Roles and Responsibilities:

• Function as the customer's single point-of-contact for problem identification and resolution for issues that have been escalated by the team
• Manage the dispatch process of service requests to ensure full utilization of resources.
• Manage the dispatch process of field technicians to ensure full utilization of resources.
• Improve usage of Support resources and increase the productivity of the team
• Communicate with all parties in a constructive manner to guarantee customer expectations are met
• Maintain awareness of all outstanding customer pre-and post-delivery issues and provide status to clients as necessary
• Perform customer follow-up to verify the final resolution and determine satisfaction level.
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
• Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements
• Understand overall service desk objectives, as well as the role and function of each team member
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests
• Assist the service desk team in design and development tasks
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production

Additional Duties and Responsibilities:

• Identify areas for improvement and make constructive suggestions for change.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Escalate service desk issues to the CTO as required.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customers' needs.
• Conduct performance evaluations and mentor those with less experience.
• Develop training programs to develop and refine the skills of the service desk team.
• Facilitate regular service desk team meetings and service board reviews.
• Document internal processes and procedures related to duties and responsibilities.
• Enter all work as activities, service tickets, or project tickets in ConnectWise.
• Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry.

Knowledge, Skills, abilities required:

• 10+ years of experience of IT/MSP experience, with a ticketing system
• Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP
• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of industry applications, processes, software, and equipment
• Strong organizational, presentation, and customer service skills
• Skills in strategic planning with an ability to think ahead and make long-term plans
• Strong leadership skills and getting results with a strong customer orientation
• Understanding of support tools, techniques, and how technology is used to provide services
• Installation, Configuring, and Troubleshooting of MS Windows Server 2003, 2008, 2008 R2, 2012, and 2012 R2.
• Experience with AWS/Azure public cloud services
• Understanding of Microsoft Identity and Access Management products such as Azure AD, ADFS, Azure AD Connect
• Experience in IT Infrastructure Support management in the Production Environment.
• Proficient in Implementing, Configuring, and Administering Windows standalone\Cluster\NLB servers
• Migration of Windows 2008/2012/2016 domains. Plan a rollback in case of failure in migration
• Managing Firmware/software updates on Production Servers\Hardware Devices.
• Knowledge of handling Centralized Monitoring
• Knowledge of Patch Management and Scripting (PowerShell)
• Knowledge of enterprise-class infrastructure software such as anti-virus, backup, hardware technologies SAN, NAS, Storage, and related client-side software.
• Knowledge in Virtualization (VMWare) is a plus
• Working with Active Directory and Exchange to create/modify/terminate accounts
• Active Directory, Users, Groups, OUs Creation and Computer management
• Group Policy Planning & Deployment
• Configuring and managing Exchange Server, proficient in Office 365 migrations would be a plus
• Configuring and managing Veeam backups is a plus
• Develop and maintain automation scripts for solution patching
• Knowledge of Network Switches and Firewall would be a plus
• Certifications for Windows Server technology (MCITP) and ITIL concepts would be an added advantage
• Excellent communication skills in English, both written and oral