Position: IT Help Desk Engineer (0.5)
Location: Remote, Anywhere in LATAM, Central Time (7 AM - 4 PM CT)
Salary: $1350USD/month with an increase to $1500 at 90-days

Job Description IT Help Desk Engineer

Articulate technical information clearly and simply to non-technical people Work reactive issues (Client submitted or monitoring generated) remotely and onsite as needed within committed Service Level Agreements (SLAs)

• Pay close attention to detail while performing technically detailed tasks
• Deals effectively with stressful situations focusing on the best outcome for the Client Has a willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Complete IT projects outside of the Help Desk when required
• Assist Project Engineers on larger projects
• Self-motivated and self-directed when necessary
• DAILY time entry and metrics evaluations
• Any other assigned duties

Key Characteristics

• Enjoys personal interaction with and helping Clients
• Receives positive Client feedback, considered responsive, reliable, knowledgeable, and diligent Receives positive internal staff feedback, considered responsive, reliable, knowledgeable, and diligent
• Performs accurate and timely time entry
• Focused on lowering Average Response Time
• Focused on lowering Average Resolution Time
• High Client Facing Utilization