Service Desk Support Engineer

About Peerless Looking to join a company that inspires employee growth and advancement? Are you eager for new challenges and making a difference in your work environment? Peerless Tech Solutions is a growing, national Managed Security Service Provider (MSSP) focused on Cybersecurity compliance for Defense, Federal, and Commercial customers. We believe in national security and supporting the important mission of DoD contractors and the warfighters they serve. We take pride in employee development and promote an energetic workplace. If you are looking for your hard work to make a difference, then Peerless Tech Solutions is the place for you. Learn more about us at https://www.getpeerless.comand https://blog.getpeerless.com General Summary: Peerless Tech Solutions is seeking a Service Desk Support Engineer in Operations to join our team! Monitor and troubleshoot a multitude of products using computer and networking knowledge while also developing new skills and knowledge through hands-on work and training. As a Service Desk Support Engineer, you will be responsible for handling more difficult and technically involved issues. Advanced knowledge of certain technologies such as laptop devices, Active Directory, and Office 365 are required. Learn more about us and our core values at https://www.getpeerless.com Major Responsibilities: · Answer incoming calls, create tickets & provide technical support to clients · Follow established · Evaluate and prioritize IT tickets based on service workflow · Identify and communicate escalation or emergency support issues · Work with clients to ensure client satisfaction · Provide technical support and assistance to clients via email, phone, and/or other remote methods while adhering to SLA’s. · Accurately document client interactions in a ticketing system for both internal and external customers. · Manages and coordinates urgent support issues. · Possess a basic understanding of the organization's products and services; but escalate more complex inquiries to Solutions Engineers. · Provide solutions to customers through excellent customer service and the proper attitude to build relationships to ensure a strong relationship as their trusted IT provider. · There may be a requirement to work outside normal office hours to undertake routine maintenance or resolve problems. · On-call is required. · Performs all other duties as assigned Skills & Knowledge: · Knowledge of IT applications, processes, software, and equipment. · Strong organizational client service skills. · Ability to multi-task and adapt to changes quickly. · Ability to work in a team and communicate effectively. · Service awareness of all organization’s key IT services for which support is being provided. · Understanding support tools, techniques, and how technology is used to provide IT services. · Ability to quickly learn new technologies through self-study materials and intuition. · Enjoys sharing information, supporting others, and working on a team to achieve team goals. · Takes ownership of tasks and follows through to ensure complete resolution. · Motivational skills and the ability to work with little or no supervision. · Creative thinking, to be able to come up with new ideas to improve network operations standards and procedures. · Outstanding judgment and the ability to interact in a stressful and challenging environment. · Strong knowledge of networking technologies. · Strong Knowledge of Microsoft Operating Systems. Experience: · 3+ years’ experience as a technical support/service desk position. · Previous MSP experience is a plus. · Advanced troubleshooting and critical thinking skills. · Positive and professional demeanor. · Proficiency in Microsoft desktop and server operating systems. · Proficiency in Microsoft Azure, Entra, and Microsoft 365. · Knowledge of networking, servers, switches, routers, and firewalls. · Cisco Meraki is a plus. · Effective written and oral communication skills. · Excellent customer relation skills. Certificates, Licenses, and Education: · Bachelor’s degree in computer-related field · CompTIA A+, Network+ · CCNA · CompTIA Security+ · Microsoft Certifications to include: AS-102, AZ-900, AZ-104 Physical Tasks and Communication: · Regularly required to sit and talk or hear. · Oral Communication – Ability to speak clearly and persuasively in both negative and positive situations, listen and get clarification, respond well to questions, and participate in meetings. · Reading and comprehension – Ability to receive information through a personal computer, fax, e-mail, and text messages. · Lifting – Ability to lift and/or move up to 25 pounds occasionally. · Requires vision to perform work dealing with data and computer screens. · Responds positively and productively to stressful customer situations. · Assists others to resolve problems. · Ability to manage multiple tasks simultaneously. Work Environment: The work environment is often fast paced, demanding that the employee quickly prioritize changing client needs and desires. Effective multitasking may be required to manage several tasks and projects that are ongoing simultaneously while facing regular interruptions. The noise level in the work environment is usually light to moderate. Other Requirements

• U.S. Citizenship.
• Passing of background check and drug screening.
• JOB APPLICATION NOTE: Any skill assessments are optional to be considered for this job, though they may help your standing and you may be asked to take them after passing initial screening.

Supervisory Responsibilities: No supervisory responsibilities. Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Job Type: Full-time Location: Remote Schedule: 8 hour shift Monday to Friday The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Pay: $40,000.00 - $55,000.00 per year Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Soonest available start date?

Education:

• Bachelor's (Required)

Experience:

• Microsoft 365: 3 years (Preferred)
• Microsoft Entra: 3 years (Preferred)
• GCCH: 3 years (Preferred)
• CMMC: 2 years (Preferred)
• MSP: 3 years (Required)

Work Location: Remote Apply tot his job Apply To this Job