Service Desk Support Engineer

Orlantech Orlando , FL 32801

Posted 3 weeks ago

The Service Desk Support Engineer is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.


  • IT Support relating to technical issues involving Microsofts core business applications and operating systems.
  • Support of disaster recovery solutions.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support: VPN and Remote Desktop Services.
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • System documentation maintenance and review in ConnectWise.
  • Communication with customers as required: Keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Work with the Service Coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Escalate service requests that require next level support.
  • Responsible for entering time and description in ConnectWise promptly and accurately.
  • Complete end of day time entry at the end of the day and submit time sheets promptly.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Arrive early or on-time for all in-house and customer facing meetings and conference calls as well as firm time on-site appointments.
  • Learn and use the available tools to better support our customers.
  • Advanced understanding of operating systems, business applications, printing systems, and network systems.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organizations key services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast moving environment.


  • Health Insurance for Employee
    • United Healthcare Individual Plan is available after 60 days of employment.
    • Company pays 50% of the premium the first year and 100% the second year of employment as part of a comprehensive benefit program.
    • Employee can pay for additional coverage for family/dependents if so desired.
  • Dental Insurance for Employee
    • Company has an individual dental plan under United Healthcare and we contribute 50% of the premium. It is available after 90 days of employment.
    • Employee can pay for additional coverage for family/dependent if so desired.
  • Vision Insurance for Employee
    • Company has an individual vision plan under United Healthcare and we contribute 100% of the premium. It is available after 90 days of employment.
    • Employee can pay for additional coverage for family/dependent if so desired.
  • Disability & Life Insurance
    • Company provides Group Long Term Disability for all full-time employees working a minimum of 30 hrs. per week. (Employer Funded)
    • Company provides Life and Accidental Death Dismemberment Insurance for all full-time employees working a minimum of 30 hrs. per week in the amount of $20,000. (Employer Funded)
    • Available after 90 days of employment.
  • Simple IRA Retirement Program
    • Company will match the employees contribution dollar for dollar between 1% and 3% of the employees annual salary. (Employer may modify matching % at any time)
    • An employee becomes eligible to enroll in the Simple IRA plan after one year of employment. The enrollment period is from November to December each year.
  • Quarterly Bonus Program
    • Company-wide bonus based on company performance.
  • Mileage Reimbursement for job related work.
    • Currently $.41/mile
    • We are not allowed to reimburse to and from your place of residence.
  • Paid Personal Days. (Includes Vacation, Bereavement and Sick Days)
    • Paid day off for birthdays.
    • After 90 days of service, you will be eligible for ten days of paid personal time, accrued monthly at the rate of .833 days.
    • After the first year of service, you will be eligible for thirteen days of paid personal time.
    • After four years of service, you will be eligible for fifteen days of paid personal time.
    • After eight years of service, you will be eligible for twenty days of paid personal time.
  • Computer Hardware and Software Available at Cost for Home Use
    • 2 free anti-virus licenses for home use.
  • Aflac Pre-taxed Insurance Options (Employee Funded)
  • Friendly, Exciting and Casual Business Environment.
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