Help Desk Engineer

Job Description:

The Service Desk Technician is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions:

- IT Support relating to technical issues involving Microsofts core business applications and operating systems.

- Support of disaster recovery solutions.

- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

- Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.

- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.

- System documentation maintenance and review in Ticketing System.

- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

- Improve customer service, perception, and satisfaction.

- Fast turnaround of customer requests.

- Ability to work in a team and communicate effectively.

- Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.

- Escalate service requests that require engineer level support.

- Responsible for entering time and expenses in ConnectWise as they occur.

- Understand processes in Ticketing System by completing assigned training materials and blueprints on the ConnectWise University.

- Enter all work as service tickets in Ticketing System.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Advanced understanding of operating systems, business applications, printing systems, and network systems.

- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

- Diagnosis skills of technical issues.

- Ability to multi-task and adapt to changes quickly.

- Technical awareness: ability to match resources to technical issues appropriately.

- Service awareness of all organizations key services for which support is being provided.

- Understanding of support tools, techniques, and how technology is used to provide services.

- Typing skills to ensure quick and accurate entry of service request details.

- Self-motivated with the ability to work in a fast moving environment.
About the recuiter
Member since May 20, 2018
Dushyant
from Emilia-Romagna, Italy

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