Service Desk Engineer Level 2
Job Details
AC8393 West Reading - West Reading, PA
Full Time
4 Year Degree
7:30 -4:30 or 8:00-5:00
Job Description

Troubleshooter and Customer-Focused?


Great Communicator?


Looking for the Opportunity to Work in a Key Role in a Growing Industry?


We’re one of the area’s top Managed Technology Services Firms and we’re looking for our next Service Desk Engineer Level ll.  We are seeking a motivated person with excellent organizational skills, strong communication abilities and, most importantly, someone who is ready to be part of a winning team. 

You’ll work from our comfortable offices located in West Reading, PA and will be responsible for advanced remote support of client business software, desktop hardware systems and Information Technology (IT) services offered by Watchkeep Solutions will include Microsoft operating system and desktop application software packages, network support services, backup and recovery services.


The Service Desk Engineer Level II Position

  • You’ll be serving as an escalation point for Level 1 Service Desk Engineers
  • You’ll be providing advanced technical support for hardware and software products
  • You’ll be providing timely and professional remote assistance.
  • You will be working with partners and vendors as needed to diagnose complex problems
  • You’ll be doing installation of software upgrades, releases, and updates to existing customers
  • You’ll be tracking and recording personal billable and non-billable work on a timely basis, thoroughly and accurately
  • You will obtain and maintain required technical certifications – which may require time for study and preparation
  • You’ll be assisting in the administration of Watchkeep in-house systems and services


About Watchkeep:

Watchkeep is a growing and successful Technology Services Company that has been serving small to medium businesses and non-profits in the Eastern Pa area since 2006. Our focus is on taking care of the clients who rely on us for their day-to-day IT needs AND taking care of our employees; X-Box breaks, food days, fun environment – you get the idea. Do the right thing isn’t just a core value it is a way of life. Did we mention you would be a part of a winning team who works hard, plays hard and has an intense customer focus?


As part of our full-time staff you’ll enjoy:-

  • Competitive pay
  • Fun and entertaining work environment (think food, lots of food)
  • Comprehensive benefits package
  • Paid Time Off
  • Company provided training & certifications
  • Growth opportunities with a proven industry leader
  • Company incentives and promotions

Qualifications, Skills and Experience Required:

  • 4-8 Years working in a related position within the IT support field preferred
  • BS degree in Information Technology or career relevant technical certifications required
  • Microsoft Certified Professional – MCSE, MCSA
  • Additional Certifications preferred not required – CCNA, Citrix, Net +
  • Backup and RMM experience preferred
  • Windows Server Network Administration (2012, 2016, 2019)
  • Active  Directory – Setup, Configuration, Troubleshooting
  • Exchange Server 2010/2016/365 – Configuration, Troubleshooting
  • Domain Controller/ Local Routing Functionality – Configuration, Troubleshooting
  • llS Administration: Website service troubleshooting and planning
  • TCP/IP Protocol - Subnetting, Configuration, Troubleshooting
  • Server Hardware and Software - Installation, Setup, Configuration, Troubleshooting
  • Problem Resolution and analysis
  • Remote and On-Site Customer Network Support
  • Planning, migration, deployment, and customization of servers/desktops
  • Software Installation and Configuration
  • Backup Software experience
  • Microsoft Office Professional Suite Products including Visio and Outlook
  • Test Engineering - testing hardware and software expertise
  • Testing on all Windows  Operating Systems
  • Familiarity with Windows  installation procedures, file locations, registry  properties
  • Network management and support- some knowledge of  routers, wireless services, and phone systems/PBX
  • Strong Client-facing and communication skills – written and verbal
  • Customer Service Orientation
  • Professional appearance  and presentation
  • Valid driver's license
  • Effectively and efficiently carry out written and verbal job-related instructions, with or without supervision
  • Exercise sound judgment when evaluating situations, when offering positive suggestions, and when making decisions,
  • Respond to inquiries and/or complaints in a timely and professional manner
  • Work effectively and harmoniously in a culturally and ethnically diverse work  force
  • Work in coordination with others
  • Work under pressure typically associated with this type of position