Helpdesk Engineer

As we expand our product portfolio and global presence, our IT department is hiring a Tier 1 Helpdesk Support Engineer to be responsible for first response in answering, commenting and replying to service and incident requests that are made to the Help Desk. Ability to identify and organize tickets according to priority and forward tickets to the proper tier of technicians in the correct resolving group. Strong aptitude in desktop and laptop support, spyware removal, virus removal, software and hardware troubleshooting, and upgrades. Work requires knowledge of computer logic and methodology to run computer systems. This position will involve various Help Desk Tier 1 duties with a strong focus on service to end users.

If this sounds like you, read on. You could be the next "Nozomier"!

In this role, you will:

• Embody the Nozomi Networks Cultural Pillars and our mission to protect what matters most with transparency and trust
• Configure, set-up, test and troubleshoot a variety of hardware including desktops, laptops, printers, sound and video-cards, peripherals and handheld devices
• Install, test, and troubleshoot an array of software applications including multi-platform operating systems, third-party applications, and in-house developed applications
• Gain an understanding of the business. Keep abreast of new technology systems, methods and platforms.
• Receive, research and troubleshoot incoming requests and prioritize accordingly
• Resolve basic requests, such as application password overrides, access issues, Microsoft Office tools and messaging software
• Utilize and leverage resources and personnel to accomplish goals and tasks in a timely fashion
• Have the ability to handle multiple tasks concurrently and to completion
• Maintain a high level of professionalism and be accountable for actions

To be successful in this opportunity, you will have:

• Minimum 2 years progressive IT experience supporting hardware, software, laptops and desktops.
• Associates Degree in a technical field preferred
• Help Desk experience required
• Effective verbal and written communications skills
• Self-motivator, independent, cooperative, flexible, creative
• Successful in translating technical language to lay audiences
• Ability to organize and manage multiple priorities
• Exceptional knowledge of computer hardware, including core IT server and network infrastructure, end user devices, and mobile
• Deep-seated experience with desktop and server operating systems
• Working knowledge of a range of diagnostic utilities and Help Desk tracking software
• Proven track record of providing Service Level Agreements and Help Desk deliverables
• Technical certifications and proven customer service experience (in-bound call center experience) a plus
• Understanding and ability to follow InfoSec guidelines and principles and IT services