IT Service Desk Engineer (2nd Shift)

Service Desk, Help Desk, Tier 2, Tier Two, Level two, Level One, Tier 1, Tier One, Level 1, Active Directory, AD, Exchange, Outlook, Excel, Microsoft Office, Remote Support, Escalation, Network, Systems Administration, Systems Admin, Office 365, 2nd Shift, Off Hours, Second Shift
Full Time
Depends on Experience
Work from home not available Travel not required

Job Description

SWC Technology Partners, a BDO USA Company, is a growing IT Solutions Provider. We believe that technology drives innovation, but people are what makes it a success. We are committed to creating a work culture where our employees are happy, empowered and excited to come to work every day. Our commitment to each other is why SWC is a recognized leader for our culture, employee satisfaction and career growth opportunities. Our dynamic team is made up of problem-solvers driven by a desire to help customers succeed. We’re looking for people who share that same drive and who are looking to combine teamwork with technology to produce amazing results.

This role is part of our Managed Services team to serve as a secondary responder within the Service Desk within the second (2nd) shift. This role will be responsible for identifying, administrating, triaging and resolving a variety of incidents and service requests for multiple clients. Also responsible for escalations of client service requests, incidents and events within the established SLAs. The ideal candidate has experience working on a Tier 2 Service Desk. 
The second shift will be 2:30 pm. – 11:00 pm. This position is eligible for an off-hours pay differential.

Essential Duties/Functions

Responsibilities
- Hands-on experience with remote administration, maintenance, triage and deployment of Active Directory, Remote Desktop Services, Windows Server 2012 / 2016, Microsoft Exchange Server 2013 / 2016, Office 365, Microsoft Azure, network switches, routers, firewalls and storage technologies
- Secondary escalation for client end user service requests, incidents, ticketing and monitoring dashboards for timely resolution
- Quickly and accurately prioritizes incidents and initiates proper Incident Management resolution
- Troubleshoots, escalates, and/or resolves client service incidents within defined SLAs
- Leverages remote support tools to resolve client requests
- Appropriately manages expectations of clients and peers
- Identifies and designs solutions for hardware, software, and network issues
- Other duties as required

Qualifications

Education
- Bachelor’s degree with an accredited college in Information Technology, Computer Science or related field, preferred

Experience
- Two (2) or more years of experience within the Microsoft operating system environment and suite of products, and web/networked computing environments required (Windows Server and Desktop, MS Exchange, Active Directory, etc.)
- Ability to work off hours 2nd shift – 2:30 pm -11:00 pm. Monday through Friday; required
- Ability to troubleshoot issues, identify solutions, and appropriately escalate issues, required
- Experience with cloud, web and/or networked computing environments (Office 365, Windows Server, MS Exchange 2013 or 2016, Active Directory, etc.), preferred
- Prior experience with any off-hours shift, preferred

Software – One or more of the follow software, required:
- Microsoft Technologies to include: Office 365, Exchange, Windows, Active Directory
- Cloud: Azure, AWS or any other cloud technology

Other Knowledge, Skills & Abilities
- Prior experience with IT Service Management systems (i.e. Remedy, ServiceNow, ConnectWise, Autotask, N-central, Kaseya, etc.) 
- Exposure to help desk processes and procedures with experience with service desk management tools 
- Has a high degree of professionalism, attentiveness and communication excellence (both verbal and written)
- Ability to diplomatically interact and communicate with all levels of an organization
- Strong analytical and problem-solving skills; ability to remain calm under pressure and work in a fast-paced environment
- Ability to work independently and within a team environment

Keywords: Service Desk, Help Desk, Tier 2, Tier Two, Level two, Level One, Tier 1, Tier One, Level 1, Active Directory, AD, Exchange, Outlook, Excel, Microsoft Office, Remote Support, Escalation, Network, Systems Administration, Systems Admin, Office 365, 2nd Shift, Off Hours, Second Shift

Posted By

1420 Kensington Rd., Suite 110 Oak Brook, IL, 60523

Dice Id : RTL66359
Position Id : 15319BR
Originally Posted : 2 months ago
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