Level 3 Help Desk Engineer

Company Description Data Pros is an IT Outsourcing and Managed Services Provider specializing in helping small and mid-market organizations migrate to and operate in the cloud. As a Managed Microsoft Partner with a focus on cloud computing, Data Pros designs and supports modern, scalable technology environments for growing businesses. The company leverages Microsoft platforms and tools to deliver secure, reliable solutions tailored to each client’s needs. Data Pros is also a member of the Microsoft SMB & US Cloud Champions Club, reflecting its commitment to best practices and continuous improvement in cloud services.

Role Description The Level 3 Help Desk Engineer is a full-time, on-site role based in Holmdel, NJ. This position is responsible for resolving advanced technical support issues, including escalations from Levels 1 and 2, and ensuring timely, accurate solutions for end users. Day-to-day work includes diagnosing complex hardware and software problems, performing root-cause analysis, and implementing long-term fixes across client environments. The engineer will configure, maintain, and troubleshoot computers, printers, and related infrastructure, while documenting resolutions and contributing to knowledge base materials. Collaboration with other engineers, participation in project work, and adherence to security and operational best practices are key components of the role.

Qualifications

• 3+ Years of MSP experience
• Familiarity with applications such as ITGlue (NetworkGlue), AutoTask, Datto (Backup and RMM), Sonicwall, Networking, BullPhishId, all Microsoft 365 Products and Services, AvePoint, DefenseX,
• Candidates should possess strong Technical Support and Help Desk Support skills, with experience handling escalated issues and working in a multi-client environment.
• Candidates should possess advanced Troubleshooting abilities for operating systems, applications, networks, and user access issues.
• Candidates should possess Computer Hardware skills, including installation, configuration, diagnostics, and repair of workstations and peripherals.
• Candidates should possess Printer Support skills for managing printer setup, connectivity, drivers, and performance problems.
• Relevant certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalent experience are beneficial. Microsoft certifications are the preference.
• Strong documentation, communication, and customer-service skills, with the ability to explain technical concepts in clear, practical terms.
• Experience in managed services or MSP environments and familiarity with ticketing systems and remote management tools is preferred.
• Ability to work on-site in Holmdel, NJ, manage multiple priorities, and contribute effectively to a team-oriented support environment.