L2 Help Desk Support Engineer (Bilingual Spanish/English) - Netfor, Inc.

Denver, CO 80210

About the Job

This is a permanent full time role with one of our major clients in the Technology Industry. These areas of focus will guide individual execution of job duties, so team members should rely upon those statements to supplement and build on the below core position responsibilities. This position will serve as the primary point of contact for Spanish-speaking client based in Mexico City and support their IT. This role will be located in our Denver, CO office with frequent travel to Mexico City, MX.

Core Responsibilities

The Technical Engineer Two is responsible for working with a team to handle the majority of day-to-day technical user requests and tickets for an assigned client base within a Service Line. This includes, but isn’t limited to:

Supporting end-users by troubleshooting and resolving computer, application, system, device, access issues
Act as an escalation and mentor for immediate response and technical engineers
Ticket management and documentation consistent with processes in the Service Delivery Handbook
Maintaining to our Service Level Agreement by responding to user requests from clients within a 30-minute timeframe
Reaching a goal of maintaining 6 billable hours daily or 30 billable hours weekly
Learning independently about our clients’ ever-changing systems
Traveling to local client locations on a daily or weekly basis, depending on clients’ needs
Collaborate with other service line and departments to ensure an effortless experience for our clients
Doing what it takes to create enthusiastically satisfied end users and build trust and credibility within a client group

Preferred Skills & Experience

3 years’ experience in an IT help desk or desktop support environment
2 years’ experience troubleshooting or supporting Microsoft platforms (e.g. Office 365, Active Directory, all current flavors of Windows)
Working experience with networking principle, such as TCPIP, DNS, DHCP, LAN/WAN, NAT, IPSEC, WIFI, and A/CName Records
Experience installing, troubleshooting, and maintaining peripherals (scanners, fax machines, printers, etc.)
Experience troubleshooting standard hardware issues and running diagnostics
Working experience with standard IT Security practices such as virus remediation, phishing, and exposure to different Firewall systems
Proficiency in Apple, Mac OS, and iOS troubleshooting and support
Demonstrable ability to quickly learn and support various business applications
Understanding of backup and disaster recovery (BDR) best practices and experience troubleshooting BDR topologies
An understanding of how a small change can impact the bigger picture of a technology network
An understanding of complex systems and how the different pieces interact
A demonstrated history of pursuing learning objectives independently
Managed Service Provider experience is a plus
Experience working in a ticketing management system is a plus

Preferred Attributes

An empathetic approach to solving customer problems
An awareness of how technology impacts business
The desire to work as part of a team
Critical thinking aptitude and troubleshooting experience
An empathetic approach to solving customer problems
Curiosity about technology and the ability and motivation to learn independently
Professional confidence, and a passion for solving problems
A positive, courteous demeanor
An aptitude towards service
Openness to feedback

Ability to learn from experience
A focus on finding appropriate long-term solutions to technical issues
The ability to own technical problems and see them through to resolution

Career Path

The Technical Engineer Two role offers opportunities for career advancement within the Managed Services and Professional Services. Depending on performance and experience, individuals in this role may progress to positions such as Project Engineer 1, Technical Engineer 3, or Technical Consultant.

Physical Requirements

Work is primarily sedentary but requires exertion and lifting of up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Occasional crawling, kneeling, and squatting. Repetitive use of computer (keyboard/mouse), and phone. Visually inspects, prepares, and analyzes data & figures; views computer constantly. Frequent travel (car). Occasional exposure to outdoor environmental conditions

Competitive wages | The compensation range is $50,000-$70,000 Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above
Hybrid work environment. We encourage our team members to work where they are most effective whether it is at home, the office, or at a client site
Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contributions
Maternal and paternal leave
Very generous paid time off program that is unique to the IT industry
Sustainable work-life balance and flexibility
Yearly work anniversary rewards
Fun company events, including chili cook-offs, annual company photoshoots, monthly happy hours, cup in hand kickball league, and more!

We’re looking for smart, highly skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you are ready to learn, be inspired, solve problems, grow professionally, and unleash your talent. Come as you are and apply today!

Netfor is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Greystone recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

DISCLAIMER

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities.

Netfor, Inc. is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Netfor, Inc. participates in E-Verify.

Netfor, Inc. will not sponsor applicants for work visas.

Source : Netfor, Inc.