Sherpa Engineer

The Sherpa Engineer assists the customer in getting results that are best for their company while not compromising MySherpa’s standards of IT excellence. The engineer will be an expert in desktop, server and network technologies. The Sherpa Engineer must be able to independently solve complex server/network issues as well as support end users and their desktop problems.

Duties include the following:

Configuring and troubleshooting a wide variety of technology

  • Technology will include both software and hardware on servers and desktops
  • Software will include Microsoft AD, Exchange, SQL, Virtualization software, Windows OS, Microsoft Office, Anti-Virus, Backup software, Imaging software
  • Networking will include routers, switches, and access points
  • Hardware will include servers, desktops, and network gear.

Daily monitoring of workflow and assigned client tickets.

  • Quickly and efficiently resolve issues.
  • Work onsite or remotely depending on the issue.
  • Follow escalation procedures in accordance with MySherpa® Policy.
  • Update and maintain your schedule as needed to provide follow up on tickets.
  • Create new tickets for service dispatch as needed
  • Provide solutions to clients when a decision needs to be made
  • Be able to explain different pros and cons of solutions

Service board monitoring

  • Check service board for outstanding tickets to ensure prompt and efficient handling of service requests
  • Work on tickets that come in via email
  • Assign ticket to self and mark in progress
  • Answer help desk calls in accordance with Mysherpa policy
  • Create ticket for scheduling of client request if not able to work on issue

Documenting work

  • Promptly update tickets with time notes
  • Time entries will be concise
  • Client configurations will be created or updated as necessary
  • All time worked on tickets will be captured and will be done real time
  • Use correct work types

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