Pre-Employment Application

L2 - System Engineer - Service Desk
Houston, TX  77057


Notonsite is an industry leader providing Managed IT Services, IT Consulting, and Cloud Services to small to medium businesses.  We provide exceptional personalized service to over 45 customers in the Houston and surrounding area.  The Level 2 Service Desk position is a System Engineer role and is part of a cohesive team designed to respond and resolve our customer’s technical issues remotely.  The right person in this role will first and foremost align with the Notonsite Core Values: Integrity Always, Relationship Driven, Dedication to Exceptional Service, Teamwork is the Key, Innovation and Continuous Improvement.  This person will have the privilege of working with the latest technology solutions, industry leading best practices, and a team dedicated to succeeding through collaboration. 
Our customers are as diverse as their technologies so the ability to adapt and learn to both people and technology is a must.  This role is not your traditional IT job where you are siloed into working within one area.  Once you are onboarded, you will have access to all the latest technologies and making your growth potential limitless. 

To the L2 - System Engineer we offer:
  • $45,000-$65,000 commensurate with experience
  • Medical and dental benefits
  • 401K
  • Certification and training opportunities
  • The freedom to succeed in a supportive environment
Relationships & knowledge:
  • Quickly create a positive impression with our clients by building a long lasting and trusting relationship.   
  • Use documentation and follow the Notonsite best practice troubleshooting steps to be successful in resolving a variety of level 2 issues.
  • Align with the Notonsite Core Values and follow process to create a consistent and quality service for each customer.
Reactive Services:
  • Set and manage expectations with a high degree of customer satisfaction.
  • Successfully take and work issues from various incoming methods (phones, email, portal).
  • Manage and update your own ticket queue efficiently and in real time.
  • Resolve issues or escalate timely.
Team Responsibilities:
  • Be a positive and supportive member of the service desk team.  This includes knowledge transfer and consistent contribution to our documentation system. 
  • Attendance, punctuality and dependability are extremely important for this role. 
  • On Call Responsibilities – 1 week on call period as part of a rotation.  Must be available and respond according to on call policies and on call bonus is provided.
  • Communicate recurring issues or customer satisfaction issues to appropriate team members.
General Skills & Characteristics for success:
  • 3+ years of experience with proven ability to support and maintain small to medium network environments and have an ongoing desire to grow and learn technically & professionally.  Technical certifications supporting skills in network administration, server management and networking concepts are a strongly encouraged and the company will pay for certification testing after probationary period. 
  • Most common technologies include but are not limited to:  Microsoft server and desktop operating systems, exchange, anti-virus, backups, remote access technologies, security, virtualization (VMware), various line of business apps, wireless, WAN connectivity. 
  • Great phone presence and professionalism at all times. 
  • Process and consistency driven.  Ability to follow process and create consistent results.  This applies in all areas, some examples are: keeping documentation updated, ticket notes and time entry, following checklists for new user setups.
  • Must be able to effectively prioritize when handling multiple issues at one time
  • Proven ability to communicate effectively in English, both verbally and written.  Communicate via phone but also for in ticket updates and email.
Key Performance Metrics for Role:
Metrics provide insight as to how the team and individuals are performing. The following metrics are used to stay in tune with load and performance.
  • Average response time & same day response %
  • Average resolution time & same day resolution %
  • Utilization
  • Tickets over 5 days old, over 30 days
  • Survey results and feedback
  • Avg tickets closed & avg hours per ticket
  • Escalation % to onsite and/or L3

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Please complete the following information.  Then press the "Submit Application" button at the bottom. You may attach a resume at the bottom of the page. We recommend that you attach an MS-Word document. You have 45 minutes to complete the application.

Title:
Mr. Ms.
First Name: *
Last Name: *
Street Address: *
Address 2:
City: *
State/Prov: *
Zip/Postal Code: *
Phone 1: *
Phone 2:
Phone 3:
E-mail Address: *

We may contact qualified applicants by phone. What is the best time to contact you? (Choose one)
8:30am - 11:30am
11:30am - 2:30pm
2:30pm - 5:30pm

Which phone number should we use first?
Phone 1
Phone 2
Phone 3

Education:
High School
Some College
College Graduate
Some Graduate School
Advanced Degree

Provide the name of the institution from which you received your highest degree.

Has most of your experience come from working in-house corporate IT or in a variety of environments?
In-house / Corporate IT
Variety of Environments

What is the largest environment you have supported?
0-50 users
50-100 users
100-150 users
150 and larger

How many years of experience do you have with windows server administration/troubleshooting?
0-2 years
3-4 years
4-6 years
7 years plus

How many years of email/exchange troubleshooting do you have?
0-2 years
3-4 years
4-6 years
7 years plus

Please list any and all certifications you hold.


What are your top 3 strengths? Only pick 3.
Time Management
Learn quickly
Easily calm customers
Leadership

Documentation
Multi-tasking
Team work
Communication

What does excellent customer service mean to you?

The salary range for this role is 45-65K a year plus benefits. Please specify what salary range are seeking?
45-50K
50-60K
60-65K
Flexible within given range

Where did you learn about this open position? (Indicate the website, job board, referring individual.)


EMPLOYMENT HISTORY:

Provide us with your recent employment history:

Employer #1
Employer Name:
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Employer #2
Employer Name:
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Employer #3
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On what date can you start?
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RESUME:

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