Help Desk Engineer

Helpdesk Engineer About Our Company Harcept provides a wide variety of IT services to small & mid-sized business, although the company itself is a young operation. Our primary focus has always been to offer the same centralized support capabilities that every large corporation has at a fraction of the cost to our customers. Ultimately, we pride ourselves on the ability to provide a long term and proactive relationship with our customers. Essentially, we help perpetuate the growth of these smaller companies by helping them escape the large overhead costs of an in-house IT department. Job Overview We are seeking a skilled Helpdesk Engineer to support our growing network infrastructure and provide frontline technical assistance to clients. As part of the team, you will play a key role in implementing, maintaining, and supporting scalable, highly available network architectures that meet business objectives and SLAs. In addition, you will provide remote technical support via phone, email, or chat to resolve a variety of IT-related issues, including hardware and software troubleshooting, network connectivity problems, and system configurations. Your expertise in both network maintenance and customer support will help ensure smooth operation of our clients' IT systems, driving their overall satisfaction and success. Duties and Responsibilities

• Client Support & Communication : Efficiently handle customer inquiries, troubleshoot potential causes of issues, and educate clients on solutions and next steps. Keep customers informed and provide timely updates, ensuring minimal delays by communicating effectively with internal teams and working within the client’s availability.
• Network Troubleshooting & Maintenance: will be responsible for troubleshooting network infrastructure issues, including VPN, firewall, WiFi connectivity, and internet problems, while collaborating with ISP vendors (e.g., Comcast, CenturyLink) to resolve network outages promptly. This role involves configuring and maintaining network devices such as routers, switches, firewalls, and VPNs to ensure both security and network reliability. Additionally, you will support system upgrades, patches, and firewall maintenance, while continuously monitoring network performance, system availability, and capacity to ensure maximum uptime and optimal operation of network systems.
• Operating System & Application Troubleshooting: will be responsible for resolving OS issues, including disk/storage failures, application crashes, boot errors, and performance problems on both server and client OS. Additionally, you will troubleshoot Commercial Off-the-Shelf (COTS) products like SentinelOne, Threat Locker, and N-able to ensure proper utilization and functionality. When application crashes occur, you will conduct a thorough root cause analysis and escalate issues as needed to ensure timely resolution and minimize system downtime.
• Cloud and VPN Support: Provide basic troubleshooting on cloud platforms like Azure and AWS and troubleshoot Fortinet VPN issues, including FortiClient EMS and MFA.
• Incident Management & Prioritization: Manage high-severity incidents (e.g., server failures, network outages), prioritize tasks based on business impact, and quickly act to minimize downtime.
• Documentation & Coordination: Maintain detailed documentation of LAN activities (backups, server upgrades, patching), and effectively coordinate tasks for smooth troubleshooting and issue resolution.
• Security & Compliance: Implement and follow network security policies, working with the security team to select and apply appropriate security tools.

• Hands-on experience with network devices, firewalls, and VPN solutions.
• Proficiency in troubleshooting operating system and network issues.
• Strong problem-solving and analytical skills.
• Excellent communication skills, both with clients and internal teams.
• Experience with cloud platform networking and basic knowledge of VPN, firewall systems, and security tools.

• Proven hands-on experience in network engineering and troubleshooting, with expertise in resolving network infrastructure issues.
• Fortinet Certification (NSE 4-6 levels) preferred.
• Deep understanding of networking protocols (IPSEC, HSRP, BGP, OSPF, 802.11, QoS) and the OSI/TCP-IP model.
• Hands-on experience with network monitoring, diagnostic, and analytics tools.
• Familiarity with Fortinet firewalls (e.g., FortiGate), switching, routing, network firewalls, and managed switches.
• Experience with NAS and network storage systems.
• Strong troubleshooting skills for server infrastructure, Windows OS, and Line of Business (LoB) applications.
• Proficiency in Microsoft Office 365 and Intune management (preferred).
• Understanding of Active Directory Group Policy Objects (GPOs), desktop support, and providing efficient technical support.
• Focus on maintaining data and network security while ensuring reliable system performance.

• Microsoft certification (e.g., Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified: Modern Desktop Administrator Associate) is preferred.
• A relevant Fortinet NSE certification (up to NSE 4-6 levels) is preferred.
• At least 2-3 years of relevant experience in a related field, preferably in a Managed Services Provider (MSP) environment, professional services, and/or industry.
• Proven hands-on network engineering experience.
• Deep understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS).
• Solid understanding of the OSI or TCP/IP model.
• Hands-on experience with network monitoring, diagnostic, and analytics tools.