HelpDesk Engineer - Tier II

DataVox is searching for a talented Support Engineer to join our Managed Services team.

• Do you have experience providing high quality, professional support on hardware & software issues?
• Are you able work independently and possess great troubleshooting skills?
• Do you have a deep understanding of concepts related to Microsoft servers, domain, workgroup, networking hardware and peripherals?

Before learning more about the position, let us tell you a bit more about who we are! DataVox has been serving the Houston and Dallas-Fort Worth area for over 30 years with our advanced technology solutions. We specialize in Audio Visual Solutions, Data Center & Network Technologies, IT Support Services, Network Cabling, Phone Systems & Physical Security. We are committed to be the best technology partner and ensure the highest level of expertise and quality service by having people like you on our team.

We want our company to be a place you will want to be - and stay. Employees at DataVox are offered the following:

• An amazing atmosphere to challenge yourself and grow career!
• Comprehensive health, vision and dental insurance for you and your dependents
• The company paid life insurance and long-term disability insurance.
• 401(k) and Roth retirement plan with company match
• Professional development reimbursement
• Employee Assistance Program
• Paid vacation and sick time
• Paid company holidays
• Annual Health and Wellness Fairs
• Virtual and in-person team & company events - Ice Cream Social, Employee Appreciation Day, Halloween contests, Thanksgiving potluck, Holiday parties, "Support our team" days, Texans, Astros, and Dinamo watch parties, and more!
• Mileage and phone reimbursement
• Volunteer program including paid time off to support a cause you believe in
• Opportunity to make decisions that positively impact the environment through sustainable business practices.

What You'll Do:

As a HelpDesk Engineer, you will be part of DataVox's Managed Services team who provides Tier II/III technical support for our clients. You will respond to end-user calls/trouble reports and provide top-notch service and support to troubleshoot the nature of the problem and take the necessary course of action to resolve it.

• Diagnose problems via phone, email & on-site through troubleshooting skills, logic, research, and isolation steps
• Resolve complex hardware & software issues in a timely manner by performing research independently
• Record all client inquiries, from initial call to incident resolution in Ticketing system
• Perform on-site troubleshooting of hardware, network, & software
• Perform new software/hardware installations, configurations and upgrades
• Build and deploy workstation images using RMM software
• Configure, maintain, & create workstation backups using backup tools
• Install, Configure & Support MS Office Products including Outlook
• Install and configure Broadband Internet modems, internal LAN Routers, Switches, NAS devices & WIFI
• Use RMM software to diagnose to perform automation, troubleshoot & resolve issues
• Assist customers in gaining access to various systems and servers
• Responding to associate service calls to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
• Exchange/Outlook Support and Active Directory support
• Ability to troubleshoot software, hardware and connectivity issues remotely
• Ability to understand & articulate root cause on customer issues
• Work closely with the team to resolve or properly close aging tickets
• Manage individual queue of tickets and respond, document, and close in a timely manner.
• Ensure the highest level of customer satisfaction

What You Need:

• 5+ years of providing desktop support with some in Level 2 or System Admin
• 1+ year of experience providing Help Desk support is required
• 1 year of desktop-based hardware support experience with Mac OS X and Windows 7
• 2+ relevant professional certification (HDI-DST, MCSA, CompTIA A+)
• Associate's or Bachelor's degree in Computer Science, IT, Engineering, Science or related field is a plus
• Use of RMM software/backup/imaging software/ticket system
• Use of imaging & backup software
• Experience installing, troubleshooting, configuring, updating, and maintaining Windows OS
• Knowledge and experience of troubleshooting and setup of computer hardware.
• Ability to perform advanced troubleshooting of network devices & peripherals
• Some experience working with Active Directory Server 2008/2012
• Clear theoretical understanding of networks, including LAN/WAN/VPN, routers, switches, servers
• Networking Experience in troubleshooting connectivity issues, DHCP, DNS
• Experience removing viruses/malware/spyware & prevention
• Ability to work well under pressure, multi-task, facilitate solutions, and meet deadlines and milestones for projects as assigned
• Excellent oral and written communication skills, including the ability to interact with people at various levels
• Passionate about providing excellent customer service and follow-through to completion
• Self-motivated with the ability to follow directions, complete time-sensitive tasks and meet deadlines with minimal supervision in a fast-paced, high stress environment
• Strong planning and organizational skills, with the ability to document processes and procedures

Are you excited and ready to join the team? Scroll down and apply!

Physical Demands:

Work involves standing, talking, hearing, using hands to finger, handle, feel or operate objects, tools, or controls and reaching with hands and arms. The employee is frequently required to walk, sit, climb, balance, stand, stoop, kneel, drive and reach. Skill in operation of some of the listed tools and equipment; and ability to perform heavy manual tasks for extended periods of time. The employee must frequently push, pull, lift and/or carry up to 50 pounds and occasionally push, pull, lift and/or carry up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

DataVox, Inc. is an equal opportunity employer.