Are you a highly skilled and empathetic IT professional looking for a challenging and rewarding remote work opportunity? Do you have a passion for delivering exceptional customer service and technical support? If so, we invite you to join our team as a Full Stack Service Desk Engineer, providing remote desktop support to our clients across the country.
**About Us**
At Mpathic, we're dedicated to helping enterprises achieve their mission by delivering world-class omnichannel contact center services. We believe that technology should enhance humanity, not replace it. Our team is passionate about making a positive impact on people's lives, and we're looking for like-minded individuals to join our ranks.
**Job Summary**
As a Full Stack Service Desk Engineer, you'll be the primary point of contact for our clients, providing technical support and troubleshooting for a wide range of IT-related issues. You'll work closely with our team to resolve complex problems, collaborate with external vendors, and ensure that our clients receive the highest level of service.
**Responsibilities**
* Perform Microsoft Windows Server administration in an Active Directory environment for multiple organizations
* Provide administration and maintenance of end users' computers and associated systems in various LAN/WAN environments
* Install and configure operating systems for Windows Servers and Desktop systems
* Isolate and resolve hardware and software problems involving applications, operating systems, hardware, communications infrastructure, or any combination thereof
* Contribute to computer and network security using a variety of security-based software products and hardware appliances
* Provide corporate networking and infrastructure device(s) support, especially as it relates to end-user devices
* Provide 2nd and 3rd-level contact and problem resolution to hardware, software, and applications issues for customers
* Resolve user-reported technical issues using available resources while following documented procedures and policies
* Explain computer and software operations to technical and non-technical users
* Document, track, and monitor problems to ensure timely resolution with our internal systems (RMM and case tracking systems)
* Serve as liaison between customers and external support staff to ensure accurate problem interpretation and maintain communication with customers during the problem resolution process
* Work with third-party IT vendors, providing management and oversight
* Perform other duties as assigned
**Requirements**
* Empathetic attitude and excellent communication skills
* Experience working as a Windows System Administrator or similar IT Service Desk role
* IT customer service experience in a fast-paced help desk or customer contact environment
* High School Diploma or equivalent required; college degree preferred
* Industry-standard certifications (MCSA, Security+) or related experience may be substituted in lieu of a degree
* Related certifications (A+, Net+, MCP, MCSE, CCNA, CCNP)
* Must be authorized to work in the US
**Knowledge and Skills**
* Microsoft Products: Windows 7/10, Server 2012, 2016, 2019 Microsoft Exchange (on premise and O365)
* Email security (O365 and third-party)
* Active Directory, including Azure AD
* Azure Administration
* Windows server roles, DNS, DHCP, RDS, etc.
* PowerShell scripting
* VMWare or Hyper-V
* Remote management of PCs
* PC hardware (laptops and desktops), printers, scanners, computer peripherals
* Domain setup and maintenance
* Office 365 administration and licensing
* Creating and installing SSL certificates
* Strong interpersonal skills, ability to work autonomously and on a team
**Work Environment and Culture**
As a remote worker, you'll have the flexibility to work from the comfort of your own home. Our team is passionate about delivering exceptional customer service, and we're looking for like-minded individuals to join our ranks. We offer a collaborative and supportive work environment, with opportunities for growth and development.
**Compensation and Benefits**
* Competitive salary: $40,000 - $50,000 per year
* Comprehensive benefits package, including health, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Opportunities for professional growth and development
**How to Apply**
If you're a motivated and experienced IT professional looking for a new challenge, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
**Equal Employment Opportunity**
Mpathic is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.
**Application Process**
Ready to join our team? The first step is easy. Click the link below to apply now, and we'll be in touch soon!
Apply Now
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