National Help Desk Engineer

Overview

The National Helpdesk Engineer II is responsible for providing Tier 3 helpdesk end-user support, and Server and infrastructure support for small to enterprise-sized clients with complex issues in various Microsoft products, as well as other technical hardware and software issues. Additional duties include diagnosing and resolving technical issues over the phone by using advanced remote management tools or on-site and logging tickets into our ticketing database to track time and facilitate tactical report generation.

Responsibilities

• Respond to calls, tickets, and emails that are escalated from the NHD Services team members to troubleshoot reported issues in a helpdesk environment
• Analyze and respond to Server and infrastructure alerts
• Onsite deployment of customer desktops, servers, and infrastructure equipment
• Work on customer projects with teams of NHD Service team members and Project Engineers
• Troubleshoot, monitor, and maintain client computers and desktop applications
• Support current Windows Server operating systems
• Support current Microsoft and other Server products
• Escalate unresolved issues to the appropriate internal channel
• Must be motivated and work well in a team environment
• Excellent customer service skills
• Excellent communication skills, including the ability to translate complex technical terms and concepts into layman’s terms
• Some weekend work may be required on occasion, must have the ability to occasionally work remotely updating servers

Position Qualifications

• 7-9 years' experience in a technical support role
• At least 7 years' experience in a remote technical support role
• Current related Microsoft Azure Certification is highly preferred. Excellent communication skills required
• Experience with current Windows Server operating systems required
• Basic administration of Windows servers preferred
• LAN/WAN and basic network troubleshooting and problem-solving preferred
• Familiarity with email server and spam filtering technology preferred
• Must have exceptional communication skills
• Must be energetic, self-motivated, and work well in a team environment
• Ability to work remotely as needed

About Sharp Business Systems

Sharp Business Systems (SBS) is a direct sales division of Sharp Electronics Corporation, the U.S. based subsidiary of Japan's Sharp Corporation. With the strategic solutions set that make up the Simply Smarter Office, Sharp Electronics is viewed as a leading provider of innovative technologies and services ranging from its highly acclaimed AQUOS interactive display panels and portfolio of multifunctional printers, to a proven suite of advanced workflow and managed IT services. 

Compensation for this Position

The compensation range for this role is $XX- $XX. The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.

 Employee Perks 

• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support.  Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and holistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
• Dynamic culture eager to innovate, enhance diversity, and work smarter

The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.