Systems Tier 1 Onsite

This role is located onsite in Littleton, NH

The Systems Tier 1 onsite engineer is responsible for reporting onsite to our client’s location, handling technical support requests from end users as well as from our Service Desk.

Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This position requires dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service.

 

Essential Duties and Responsibilities

Onsite, in-person end user IT supportAssist with call center technical support line coverageTicket escalations from Tier 1 engineering teamAssist with planning, prioritization and execution of approved operational initiativesAssist with planning, prioritization, execution and documentation of client approved change requestsMaintain day to day observation, reporting and follow-up for support metrics and ticket management.Provide technical input to Reason for Outage reports, when necessaryImplementation, administration and troubleshooting of Windows and Mac operating systemsUser management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issuesAsset management and workstation provisioningMaintaining standards, standard operating procedures (SOPs) and documentation on an ongoing basisMaintain a firm understanding of the Client’s IT infrastructureRoutine review of incidents, identifying problems and addressing them to resolutionAssist with planning, prioritization and execution of approved operational initiativesAssist in identifying recurring problems, escalation to engineering, if needed, and resolutionDuties as assigned

 

Minimum Experience

Minimum 2 years of onsite, client facing IT support experienceIT administration and support with windows administration and management of Active Directory, DHCP, DNS, Group policyWorkstation provisioning and imaging including technologies such as Azure Virtual Desktop (AVD) and IntuneVirtualization Administration and architecture knowledge such as rebooting virtual machines, allocating necessary resources, and maintaining the hypervisorFirm understanding of TCP/IP network protocols and core network devices and componentsKnowledge and experience working with Backup Solutions, Remote Desktop Services and VPN technologiesPassion for technology, teamwork, overcoming challenges and providing exceptional customer service Strong prioritization, problem solving, diagnosis and troubleshooting skills  Exceptional verbal and written communication skills with confidence in front of Clients Self-starter, organized and detail oriented 

 

Education and Certifications

Bachelor’s degree or equivalent job specific experience

 

Additionally, an ideal candidate will possess

Desired certifications: CompTIA A+, Network+, OR Microsoft Azure/365 foundationsManaged Service Provider experienceExperience with tools such as ServiceNOW, Kaseya RMM, LogicMonitor NMM.

 

Basic Qualifications:

U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here. If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates.  Red River will not tolerate discrimination or harassment based on any of these characteristics. 

Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.