IT Service Managment (ITSM) - Help Desk Engineer Tier 1

Job Description

A Help Desk Engineer T1 in IT Service Managment (ITSM) plays a crucial role in providing technical support and assistance to clients who have outsourced their IT services to the MSP. The primary responsibility is to ensure that clients' IT systems are functioning effectively and to promptly resolve any technical issues that may arise. Here's a comprehensive job description for a Help Desk Engineer in an MSP:

Job Title: Help Desk Engineer Tier 1

Job Overview: As a Help Desk Engineer within our IT Service Managment (ITSM), you will be responsible for delivering high-quality technical support to our clients. You will troubleshoot and resolve hardware, software, and network issues, ensuring that our clients' IT environments operate efficiently and effectively.

Responsibilities:

Client Support:

Provide first-line technical support to clients via phone, email, or remote assistance.

Resolve hardware and software issues promptly to minimize downtime.

Document all client interactions, troubleshooting steps, and resolutions in the ticketing system.

Incident Management:

Manage and prioritize support tickets based on urgency and impact on client operations.

Escalate issues to higher-level support or other teams when necessary.

Communicate with clients to provide status updates and ensure satisfaction with the resolution.

Remote Troubleshooting:

Diagnose and resolve technical issues remotely using remote desktop tools and other support technologies.

Guide clients through step-by-step solutions and provide clear instructions.

Hardware and Software Support:

Provide support for desktops, laptops, printers, mobile devices, and other peripherals.

Install, configure, and troubleshoot software applications.

Perform hardware upgrades and replacements as needed.

Network Support:

Troubleshoot basic network issues, including connectivity problems.

Assist clients with VPN setup and connectivity.

Collaborate with network engineers for more complex network issues.

Proactive Monitoring:

Monitor client systems using remote monitoring tools.

Identify and address potential issues before they cause disruptions.

Documentation:

Maintain accurate documentation of client environments, configurations, and issue resolutions.

Contribute to the knowledge base for common issues and solutions.

Requirements:

Education: Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

Experience: Previous experience in a help desk or technical support role, preferably within an MSP environment.

Technical Skills:

Proficient in troubleshooting Windows and Mac operating systems.

Knowledge of Microsoft Office 365 and other productivity tools.

Familiarity with basic networking concepts.

Experience with remote support tools.

Communication Skills:

Strong verbal and written communication skills.

Ability to explain technical concepts to non-technical users.

Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent certifications are a plus.

Working Conditions:

This role will be for dedicated client.

This role may require occasional on-site visits to client locations.

Rotational on-call responsibilities may be required.

In addition to technical skills, a successful Help Desk Engineer in an MSP should possess excellent customer service skills, be able to work in a fast-paced environment, and adapt to new technologies and tools.