Service Desk Engineer at Entre Computer Services
Rochester, NY 14618
About the Job
Entre Computer Services is Rochester's leading provider in technology services including Managed Services, IT Infrastructure Engineering & Architecture, Application Development, Hardware & Software Sales, and IT Outsourcing & Recruiting. Entre has been headquartered in Rochester, NY since 1984, and serves organizations both regionally and nationally. Entre is a family-oriented organization that provides great flexibility in professional growth, offers resources for individual success in a team environment, and recognizes the importance of work-life balance.
We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Entre, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.
Overview: We are seeking a skilled Service Desk Engineer to join our team. The ideal candidate will possess a strong technical background with expertise in network troubleshooting, Active Directory maintenance, Windows Server OS, and backup platforms such as Veem, Datto, Axcient, and Skykick. Proficiency in managing Office 365 environments is highly preferred. The Service Desk Engineer will play a critical role in providing technical support and maintaining the IT infrastructure to ensure seamless operations within the organization.
Key Responsibilities:
- Provide technical support and troubleshooting for network-related issues, including LAN/WAN, VPN, and wireless connectivity.
- Perform maintenance and administration tasks for Active Directory, including user management, group policies, and domain controller management.
- Manage Windows Server operating systems, including installation, configuration, and ongoing maintenance.
- Implement and manage backup solutions utilizing platforms such as Veem, Datto, Axcient, and Skykick to ensure data integrity and disaster recovery readiness.
- Administer Office 365 environments, including user provisioning, licensing, email configuration, and SharePoint/OneDrive management.
- Respond to service desk tickets and requests in a timely manner, ensuring high levels of customer satisfaction.
- Collaborate with cross-functional teams to resolve complex technical issues and implement IT projects effectively.
- Document processes, procedures, and configurations to maintain accurate records and facilitate knowledge sharing.
Key Experience and Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
- Proven experience working in a service desk or technical support role, preferably in an enterprise environment.
- Strong knowledge of network protocols and technologies, including TCP/IP, DNS, DHCP, and VLANs.
- Proficiency in troubleshooting network connectivity issues using tools such as Wireshark, Ping, and Traceroute.
- Hands-on experience with Active Directory management, including user/group administration and group policy implementation.
- Expertise in installing, configuring, and maintaining Windows Server operating systems (2012/2016/2019).
- Experience with backup platforms such as Veem, Datto, Axcient, or Skykick, including setup, monitoring, and recovery procedures.
- Familiarity with cloud-based productivity suites, particularly Office 365, including Exchange Online, SharePoint, and Teams.
- Excellent problem-solving skills and the ability to prioritize and manage multiple tasks in a fast-paced environment.
- Strong communication skills, both verbal and written, with the ability to interact effectively with users at all levels of the organization.
Additional Information:
- This position may require occasional after-hours or weekend work to perform system maintenance or support business-critical operations.
- Certification in relevant technologies (e.g., Microsoft Certified: Azure Administrator Associate, CompTIA Network+, etc.) is a plus.
- The successful candidate will have the opportunity for professional growth and advancement within our organization.
Equal Employment Opportunity
We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Entre, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.