February 10, 2022

Services

Service Desk Engineer (Level 2) – Remote USA

Remote within United States

Responsibilities

​​Chesapeake Systems [CHESA] is looking for a self-motivated and driven individual who enjoys the experience of fixing technical and non-technical problems. This individual has excellent verbal and written communication skills. Eager to learn and enjoys working with customers remotely. Is a quick learner and quick on their feet.

This role is Monday-Friday from 9-6 pm in either EST, CST, MNT, or PST Timezones. With Weekday after-hours on-call rotation required. This role reports directly to the Service Desk Manager.

  • Backup to the Level 1 Service Desk Engineer
    • Receive, acknowledge and evaluate customer support requests
      • Pagerduty
      • Salesforce
      • Email
      • Phone
  • Work closely with the Service Desk and Engineering team on resolving client situations
  • Act as an escalation from Service Desk Engineer Level 1
  • Attend and participate in ongoing service team meetings and trainings to collaborate and enhance skills
  • Research client questions on updates, upgrades, and technology requests, escalate to managers if sales/solution architect is required
  • Onsite troubleshooting, if clients are local to your area/region
  • Assist with support incident reports
  • Complete proactive monthly remote checks for SLA customers
  • Update and Maintain SLA client documentation i.e IP Sheets, Networking, etc
  • Service Desk secondary on-call rotation weekday
  • After-Hours weekday on-call [Monday - Thursday]
  • Layer 2 business hours on-call rotation Monday through Friday 9 am - 8 pm EST (dependent on your timezone)
  • Exercise good data hygiene -- accurate time cards, detailed case notes, clear and appropriate client communication, and thorough documentation (internal and external)
  • Attend and participate in ongoing service team meetings and trainings to collaborate and enhance skills
  • Complete hardware RMA
  • Basic troubleshooting and information gathering of client issue to assist with evaluation and resolution
  • Remote troubleshooting
  • Minor client side workstation updates
  • Self paced training on storage, networking, and MAMs
  • Exercise good data hygiene -- accurate time cards, detailed case notes, clear and appropriate client communication, and thorough documentation (internal and external)
  • Other duties as assigned

Benefits

Our compensation package includes:

CHESA provides a competitive salary range and a full range of benefits.We are a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

Qualifications & Skills

  • Bachelor’s degree in related field or 3-5+ years of experience in technical environments including system administration, networking administration, complex design environments, implementation and troubleshooting analytics
  • 2-4+ years experience help desk or technical support
  • Able to prioritize and execute tasks in a high-pressure environment
  • Able to quickly and efficiently
  • Strong customer service orientation and the ability to work in a team-oriented, collaborative environment.
  • Advance knowledge of install, troubleshooting and deploying of macOS, Linux and Windows
  • Advance knowledge of troubleshooting DNS, network file services, Active Directory, VPN, and others as necessary
  • Advance knowledge of troubleshooting and make minor alterations to support business process workflows, media asset management (MAM) platforms at client sites, to support collaborative workflows, enhanced searching and metadata tagging, workflow automations, and review/approval processes
  • Advance knowledge of troubleshooting Xsan, Stornext, volume locking SANs, multiple storage RAID systems, and switching technologies; as well as backup and archive systems
  • Enhance our client’s abilities to achieve their mission by first knowing their mission and purpose, and second by acting in their best interest to maintain, protect, and enhance the effectiveness of their technical systems.

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