Service Desk Engineer

NexusTek is a U.S based, managed IT service provider to small and medium sized organizations. We excel in tackling the complexities of IT, such as cloud services, cyber-security, document management, data back-up and protection, and more. 

Our mission is to take away technology headaches allowing our clients to focus on their core business. 

NexusTek’s 300 employees span 35+ states to service our growing client base. We have physical offices in Denver, Irvine, Boston, and NYC.

Working hours

Service Desk is a 24/7 team and schedules are based on this coverage. 

The shift needed for this position is Monday through Friday 7:00 AM to 4:00 PM or 8:00 AM to 5:00 PM Mountain

Location requirements

100% remote, USA – work from home

Why this job is exciting

Feeling stagnated in your current IT role? You won’t at NexusTek - no two days are alike in the MSP world! This is a fast-paced, ever changing IT position. You will work hands-on with the latest technology in multiple environments. All while engaging our clients in the process to understand their technology needs and enhance their technology efficiencies. 

Who you are

Proactive and independent technical expert who performs a variety of tier I, tier II, and tier III technical support responsibilities, requiring a thorough working knowledge of information technology and remote desktop support. You are a skilled communicator on all levels and dedicated to providing top-notch customer service. Your meticulous attention to detail is shown through your timekeeping, documentation, execution of the technical work.

You Know How To:

• Demonstrate knowledge and experience in information technology and administration. 
• Diagnose, research, troubleshoot, and resolve Tier I and Tier II technical hardware (printer, computer, peripherals) and common software issues.
• Assist users that may be locked out of computing devices, cloud services, or other applications.
• Direct unresolved issues to the next level of support personnel.
• Maintain the highest possible level of customer service.
• Work with vendors to provide clients with updates on ISP outages or vendor support issues.
• Assist with the upkeep of client environment documentation.

Centers of Excellence:

To best serve our clients, you may be required to operate within a specific or multiple centers of excellence (COE) below which include the skills:

Server/Storage:

• Microsoft Windows Server 2008 to present.
• Microsoft SQL Server 2008 to present.
• Microsoft Exchange 2007 to present 
• Microsoft Hyper-V 2012R2-2019
• Microsoft RDS 2008R2 to present.
• Active Directory, DNS, DHCP
• VMWare ESXi 5.5 to present
• Veeam Backup & Replication 
• Email filtering and encryption such as Barracuda
• Cloud and virtualization-based technologies, Azure, GCP, AWS.

Networking:

• Network infrastructure devices, such as routing/switching (Cisco/Arista/Extreme)
• Firewalls (Palo Alto, Cisco)
• Configuring routing protocols and other network technologies such as BGP, OSPF, EIGRP, VRF, SSL VPN, IPSEC, MPLS, QoS, STP, HSRP, VTP
• Ether channel, WAN Acceleration, IPv4, IPv6, SD-WAN (Viptela)
• WAN technologies: OC-X, Ethernet, MPLS, SONET
• Public DNS Knowledge of Network Management (SNMP, MIB)
• Configuration of DMZ, IDS/IPS, Sniffers, Encryption, ACL's, 802.1x
• Wireless technologies (802.11a/b/g/n, WPA2, WLC, WAP)
• Remote Access Platforms, such as Cisco AnyConnect, Netskope Private Access, and Secure Web Gateway

Applications:

• Citrix
• O365 (Intune, SharePoint, Exchange Online, etc.)
• QuickBooks
• Sage
• COTS products (commercial-off-the-shelf)

Triage: 

Extended Triage:

• Microsoft Windows Server 2008 to present.
• Microsoft Windows 10 to Present.
• Microsoft Remote Desktop 2008 to Present
• Citrix Receiver
• Active Directory, DNS, DHCP
• O365 (Azure, Intune, SharePoint, Exchange Online, etc.)
• Printer Administration (Configuration, deployment, and troubleshooting)
• Basic Email filtering such as Barracuda
• Scan to email configuration
• PC Hardware Troubleshooting
• Mac OS configuration
• VPN Client Configuration (Windows, SonicWall, Meraki, Cisco)

Service Engineering:

• Microsoft Windows Server 2008 to present
• Microsoft SQL Server 2008 to present
• Microsoft Exchange 2007 to present
• Microsoft Hyper-V 2012R2-2019
• Microsoft RDS 2008R2 to present
• Active Directory, DNS, DHCP
• VMWare ESXi 5.5 to present
• Email filtering and encryption such as Barracuda
• Cloud and virtualization-based technologies, Azure, GCP, AWS.
• Network infrastructure devices, such as routing/switching (Cisco/Arista/Extreme)
• Firewalls (Palo Alto, Cisco)
• Configuration of DMZ, IDS/IPS, Sniffers, Encryption, ACL's, 802.1x
• Wireless technologies (802.11a/b/g/n, WPA2, WLC, WAP)
• Remote Access Platforms, such as Cisco AnyConnect, Netskope Private Access, and Secure Web Gateway
   Citrix
• O365 (Intune, SharePoint, Exchange Online, etc.)
• Windows Server Event Log Investigation
• Office 365 Audit Log Investigation
• ITIL Process Standards

Pay and Benefits 

This is a full-time position located in the United States and performed remotely with no travel.   

Estimated Starting Salary/Wage Range: $25.00-$28.00 hourly, less applicable withholdings and deductions, paid on a semi-monthly basis (The actual salary offered may vary based on relevant factors as determined in the Company’s discretion, which may include experience, qualifications, tenure [for existing employees] skill set, availability of qualified candidates, geographic location, certifications held, and other criteria deemed pertinent to the particular role.  Note that the majority of individuals in the position will fall in the low to mid-level of this scale; the upper end of this pay scale is offered only in exceptional circumstances and/or for unusually qualified candidates.)      

In addition to legally-required benefits, NexusTek offers a generous benefit package to eligible full-time employees, which currently includes the following:  

• Four weeks of annual accrued PTO   
• Seven paid national holidays  
• Medical, dental, vision options   
• Company-paid life insurance, short and long-term disability   
• Voluntary benefits such as critical illness and accident   
• Voluntary Legal Shield and identity theft protection    
• Discretionary annual 401k match plan  
• Generous employee referral bonus plan  
• Employee Assistance Program  
• Access to over 90,000+ courses in ADP My Learning    
• StandOut employee engagement tools  
• Eligible to apply for a Pluralsight license  
• Eligible to apply for NexusTek Technical Academy or Leadership Academy  
• We’re happy to provide our full benefits guide at any point in the process!

We’re happy to provide our comprehensive benefits guide. Each benefit is subject to eligibility requirements as specified in plan documents, and the Company reserves the right to modify the benefits it offers from time to time.

Interview Process - Typical interview process for this role:

Application Stage - Thanks for showing interest!

• Submit your application
• Complete the Culture Index Survey offered in the application steps (link to survey also provided below)
  • Culture Index is offered in 30 languages - select in your native language!
  • Culture Index Link: https://go.cultureindex.com/p/zACpDINuzjBrFELEr0

 Screening Stage - Let's get to know each other!

• Our recruiters carefully consider each application. If you are selected to move forward, we will contact you for the introductory screening 
• 20 min Recruiter screening to introduce you to NexusTek and get to know what motivates you

Interview Stage - We’ll dive into your experience more in depth

• One-hour technical interview with Hiring Manager (virtual)
• Two-hour lab assessment taken from your home
• 30 min follow-up Hiring Manager interview 
• References – 3 professional references at least one direct supervisor 
• You are welcome to request additional conversations with team members you didn’t get to meet during the process 

NexusTek provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws

NexusTek participates in E-Verify for all US Employees

Please be aware of potential recruitment fraud and fake social media pages. NexusTek will never ask you to pay a fee as part of the interview process. Additionally, we will not ask for your personal banking information until you have signed an employment offer and completed virtual onboarding training and paperwork provided by our HR team. 

All communications with NexusTek professionals will only be sent from an @nexustek.com or ADP email address and never originate from gmail.com, yahoo.com, or other commercial email services. If you are viewing this job post outside of our website and interested in exploring opportunities, please go directly to our Careers Page:  https://www.nexustek.com/nexustek-careers/ or https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=567e686e-7575-49d9-b29f-985e7365f987&ccId=19000101_000001&type=MP&lang=en_US