Engineer

About

GRS is a technology consulting firm supporting small-medium sized businesses in the Washington, DC area since 2014. We are a fast growing, high paced IT Managed Services provider delivering enterprise-level IT solutions. We hire energetic, positive team players who love challenges and growth. Our team delivers high-level client support and fosters camaraderie and spirit. We prioritize excellent customer experience and teamwork.

Important Characteristics To Be Successful At GRS

• Follow instructions well and take initiative
• Excellent customer service skills
• Manage time well with multiple clients
• Ability to multi-task, prioritize, and meet tight deadlines
• Be fair, flexible, get along well with others, and be a good listener
• Punctual, reliable, and take good notes
• Recognize when to ask for technical expertise without burdening others
• Handle stressful situations effectively
• Continue self-training to maintain professional viability

Benefits

• Professional development assistance
• 401(k) and 401(k) matching
• Health, vision, and dental insurance
• Health savings account
• Life insurance
• Paid time off
• Employee discount
• Flexible Spending Accounts
• Long-Term Disability
• Cutting-edge training opportunities
• Company lunches, retreats, events, and celebrations

General Job Description

The Engineer troubleshoots and manages tickets within client SLA parameters. Acts as first point of contact for technical client issues. Creates, maintains, follows up, and closes tickets. Manages client appointments. Assists with projects and proactive client work.

Daily Duties

• Helpdesk and call queue support
• Troubleshoot applications including Microsoft and client-specific
• Troubleshoot printers, phones, workstations, and network connections
• Aid with projects
• Provide proactive support as needed
• Download and install applications
• On-board and off-board computers
• Hardware assembly and disassembly including upgrades

Breakdown Of Responsibilities

• Provide helpdesk support and work on escalated tickets
• Identify ticket priorities and work accordingly
• Assist with proactive maintenance
• Manage network devices and servers
• Perform backup maintenance (Barracuda)
• Troubleshoot Meraki devices
• Assist Senior Engineers on projects
• Document client details
• Provide quality and profitable services per SLA
• Follow company systems, processes, and methodologies
• Take ownership and ensure task resolution
• Daily time entry with resolution notes in service tickets
• Daily checkout via MS Teams and timesheet submission
• Perform level 1 tasks as needed
• Troubleshoot applications, printers, phones, and general computer issues
• Perform other tasks assigned by team lead or management

Candidate Requirements

• Excellent communication, customer service, planning, problem solving, goal setting, quality, and time management skills
• Minimum two years related help desk support experience
• Solid hardware and software knowledge including PCs, laptops, smartphones, tablets, printers, office equipment, Microsoft Office, and Windows OS
• Ability to troubleshoot client issues calmly and manage timelines
• Knowledge of Microsoft Office Suite, Remote Desktop configuration, Windows 10 and 11, Active Directory, DNS, DHCP
• Familiarity with Android, iPhones, Blackberry smartphones
• Knowledge of network printers and wireless access points

Desired Familiarity

• Office 365
• Windows Server 2019
• Microsoft Exchange
• Microsoft SharePoint
• Firewalls, switches, access points
• LabTech, ConnectWise, Thycotic, Threat Locker, Sentinel One, IT Glue

Similar Job Categories

• Senior Engineer
• Associate Engineer
• Senior Field Engineer
• Field Engineer (Level 2)