About Mpathic Mpathic is seeking skilled and empathetic individuals to join our team as Support Desk Engineers (SDEs). In this role, you'll provide IT support to a large national managed service provider, ensuring client satisfaction and operational excellence.
The Role As a Support Desk Engineer, you'll be the go-to IT expert for our client, handling a variety of technical requests and resolving issues related to networks, systems, and end-user devices. You'll work in a structured environment, ensuring high levels of professionalism and client empathy.
What You'll Do
- Administer Microsoft Windows Server environments within Active Directory.
- Support and maintain end-user computer systems in LAN/WAN environments.
- Troubleshoot and resolve hardware and software issues.
- Contribute to network security using various software and hardware.
- Provide support for corporate networking and infrastructure devices.
- Serve as a 2nd and 3rd level contact for customer support.
- Communicate technical information to both technical and non-technical users.
- Document, track, and monitor problems to ensure timely resolution.
- Collaborate with customers and external support staff.
- Work with third-party IT vendors.
- Follow established procedures and policies.
What We're Looking For Skills and Experience:
- A genuine Empathic Attitude is a must.
- Proven experience as a Windows System Administrator or in a similar IT Service Desk role.
- A history of providing IT customer service in a fast-paced environment.
- High School Diploma or equivalent, with a college degree being preferred.
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Required Certifications: CompTIA A+, Net+, and Server+ (or comparable certifications).
- Industry-standard certifications (Cisco, Microsoft, CompTIA) and related experience can be considered in place of a degree.
Knowledge:
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Microsoft Products: Windows 7/10, Server 2012, 2016, 2019; Microsoft Exchange (on-premise and O365).
- Email security (O365 and third-party solutions).
- Active Directory, including Azure AD and Azure Administration.
- Windows server roles (DNS, DHCP, RDS, etc.).
- PowerShell scripting.
- VMWare or Hyper-V.
- Remote PC management.
- PC hardware (laptops, desktops, printers, scanners, and peripherals).
- Domain setup and maintenance.
- Office 365 administration and licensing.
- Creating and installing SSL certificates.
- Strong interpersonal skills, with the ability to work independently and as part of a team.
Shift Details This is a 3rd shift position (four 10-hour shifts, 12 PM-10:30 AM EST Wednesday-Saturday). High punctuality and reliability are critical for this role, as it is part of a team that handles urgent cases and alerts.
Work From Home All work is performed remotely from your home. The customer will provide all necessary equipment, including a laptop, monitor, docking station, wireless keyboard, mouse, and headset.
Training The initial two-week training period will include classroom sessions and shadowing with the alerts and monitoring team. This training will typically be during the day (8-5 shift). Following the initial training, there may be additional shadowing opportunities with the current 3rd shift team.
Compensation Salary: $40k-$50k + Shift Differential
Job Category: Customer Service
Additional Information
This is an hourly contracted position.
We look forward to hearing from you!
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