Engineer

Location: New York, NY

Position Summary

Provides excellent customer service through the rapid resolution and documentation of complex incoming IT service desk issues, projects and installs with attention to detail and follow through.  Participates in the planning, coordination and installations for client computers, servers and networks.  Handles escalations from the helpdesk. 

Qualifications

• The ideal candidate should possess a high level of technical ability and excellent written and oral communication skills.
• Bachelor degree and at least five years of experience in the IT field is required.
• Some certification history is required such as Network+, Security+, MCTS, MCP, MCSE, CCNA, etc.  
• This position requires in depth knowledge of IT operations, responsibilities, workflow process and procedures to resolve inquiries independently.   

Responsibilities

• Interprets, evaluates and resolves service requests inquiries pertaining to the functional operation of all installed applications, hardware and software products as needed from our clients.
• Works nights and weekends as required.  Works as many hours as required to complete the assigned tasks and duties as part of the base salary.
• Participates in after hours on call coverage.
• Performs application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications.
• Design, development, documentation, analysis, creation, testing and/or modification of computer systems or programs, including prototypes, based on and related to user or system design specifications.
• Resolves incoming advanced service tickets for workstations, servers and networks.
• Enters detailed time and notes on service tickets throughout the daily work process and submits all tickets weekly before Monday at 9 AM.
• Follows up on incoming requests to ensure client satisfaction; alerts the appropriate team member and client (according to escalation procedures) where appropriate.   
• Complete projects such as new networks, moves and new servers.
• Fix backup problems when escalated.
• Performs related duties as assigned or requested.
• Reports problems with procedures and makes suggestions for improvement.
• Receives general supervision, but works on his/her own for most service desk requests, projects and site visits.
• May train and/or assist new/less experienced Help Desk analysts and other Engineers.

Benefits

We value our employees' time and efforts. Our commitment to your success is enhanced by our competitive compensation and an extensive benefits package including paid time off, medical, dental and vision benefits and future growth opportunities within the company. Plus, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.

About brightstack

brightstack Technologies, LLC was founded in 2004 to address an identified need in the New York City Metro market - a single source enterprise communications provider built on superior client service. Our comprehensive solution set will create the foundation of an organization's IT environment, integrating automation from phone systems to downstream applications. We are a leading Managed Services Provider supporting a wide range of technologies.