Service Desk Engineer II- Elevity

Elevity is one of the largest and most capable technology service providers in the Midwest. Our talented and passionate team is the engine driving our continuing growth and strong position in the market.

Elevity is a combination of the words "elevate" and "security." We aspire to elevate our clients' businesses by delivering cutting-edge IT strategy, security, solutions, and support. Each Elevity, team member has a direct impact on the success of the local businesses we serve every day.

We also aim to elevate every team members' career. We believe strongly in developing from within, working with each employee to create a fulfilling career path and provide continuing education.

Our work environment promotes both growth and balance - we encourage everyone to challenge themselves in their roles, but also take time away from the office to enjoy life. As a subsidiary of The Gordon Flesch Company, Elevity offers competitive salaries, generous benefits, and a fun, collaborative work environment.

In this role you will:

• Provide second level remote or onsite support to resolve problems with products and applications by meeting customer service standards.
• Answer support queries by either phone, chat or ticketing portal.
• Troubleshoot Level I and II issues and tickets; ensure customer need is handled within company standard timeline of 2 business days.
• Escalate more complex service issues to appropriate technicians and engineers.
• Log all requests and maintain full documentation into the ticketing system.
• Assist with development and maintenance of appropriate documentation.
• Review and resolve problematic system backups and ensuring integrity of client infrastructure.
• Identify, troubleshoot, and resolve data networking related issues and/or design network solution.
• Evaluate and recommend new or upgraded products to enhance the performance of the LAN/WAN.
• Provide timely and accurate progress status on all ongoing support issues, with an emphasis on client satisfaction.
• Maintain a high level of customer service for all support queries.
• Research, diagnose, document and resolve complex client incidents.
• Mentor and coach Level I Service Desk Engineer team members.
• Complete company provided trainings and certifications.
• Maintain billable hour requirement.

You should have:

• Associate's degree in IT or 3-4 years related experience.
• MD-102 certification (or ability to obtain within one year).
• Ability to thrive in a team-oriented environment and work seamlessly with other technicians and engineers.
• Experience with documentation software and proven data recordkeeping accuracy.
• Ability to consistently provide responsive, professional, and highly personable technical support.
• Ability to provide sound consulting advice to clients.
• Ability to effectively understand the customer's business needs and ensure the management of system events & incidents is managed accordingly.
• Valid driver's license and appropriate auto insurance as dictated by state requirements.
• Access to reliable transportation.
• Ability to work rotating schedules including rotating weekends and alternating shifts during the work week based on business needs. Examples include: 6:00 am - 3:00 pm, 7:00 am - 4:00 pm, 8:00 am - 5:00 pm, and 9:00 am - 6:00 pm

Benefits:

Elevity , a Gordon Flesch Company, offers medical, dental, personal time, vacation time, holiday time, tuition reimbursement, 401(k) and 401(k) match, a wellness program, volunteer hours, and much more!

Gordon Flesch Company is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)