Level 1 Help Desk Support Engineer

SUMMARY: 

ChannelWorks is looking for a Level 1 Help-Desk Engineer in Atlanta, GA. We have an immediate opening for a Help Desk Engineer to serve as the first point of contact for all technical issues with our customers. You’ll get to work alongside an extremely passionate and supportive team, but most importantly you’ll jumpstart your career in tech. If you’re interested in venturing outside the norm and are ready to join a company with a proven business model, we’d love to learn more about you!

WHAT YOU’LL DO: 

  • Serves as a first point of contact for all technical support issues during the nightshift 
  • Provides technical support to resolve network issues, configuring operating systems, as well as remote desktop connections to provide immediate support to customer end users  
  • Diagnoses and troubleshoots software and hardware problems; helps customers install applications and programs  
  • Monitors ticketing system and ensures tickets are addressed in a timely fashion  
  • Provides remote support to customers over the phone using remote assist tools  
  • Delivers a high level of customer service responding to customers quickly and comprehensively  
  • Assumes flexibility with rotating schedules providing on-call support, as assigned  
  • Applies technical knowledge and systems/software expertise to identify root cause of issues and responding and articulating solutions  
  • Tracks requests and solutions, delivering metrics, establishing trends and outliers, delivering standard reports for management review periodically  
  • Addresses customer needs and concerns appropriately and promptly, escalating tickets to the appropriate team member as needed  
  • All other duties, as assigned   

OUR IDEAL CANDIDATE HAS: 

  • Knowledge in implementation and troubleshooting network devices
  • Technical knowledge of storage, virtualization, and compute across multiple vendors  
  • Exceptional customer relations skills to engage and service customers effectively based on the company’s values  

BENEFITS: 

Competitive salary, comprehensive medical/dental/vision plans, LTD/STD, 401K program, and excellent interactive training/mentoring programs

COMPANY SUMMARY: 

ChannelWorks is a channel-led hardware and maintenance solutions provider. Our goal is to provide world-class IT hardware and support at affordable rates that won’t break the bank for your customers. We value long-term partnerships and helping the channel in any way we can. As industry veterans, we deliver value, expertise, and greater returns for our partners.

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