Engineer

Service Desk Engineer

Technical Proficiency: Ability to diagnose and resolve technical issues related to hardware, software, and networks. Problem-Solving: Ability to identify, analyze, and solve technical problems effectively. Communication: Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical users. Customer Service: Ability to provide friendly, efficient, and professional customer service. Time Management: Ability to prioritize tasks and manage time effectively to meet service level agreements (SLAs). Teamwork: Ability to collaborate with other members of the IT support team and other departments. Technical Support, Troubleshooting, Customer Service, Help Desk, Incident Management, Active Directory, Microsoft Windows, MS Office, ITSM (IT Service Management), Hardware & Software Support, Remote Assistance, VPN Configuration, Communication Skills, Problem-Solving.

• Virtual Desktop Infrastructure (VDI): Expertise in managing and troubleshooting virtual desktop environments.

• Hardware Troubleshooting: Diagnosing and resolving issues related to desktops, laptops, and peripherals.

• Remote Access Solutions (RSA): Configuring and troubleshooting RSA authentication and remote access tools.

• Active Directory Management: User account administration, permissions, and group policy troubleshooting.

• Microsoft Applications Support: Handling issues related to Microsoft Office Suite, Teams, Outlook, and other Microsoft software.

• Software Installation & Configuration: Installing, updating, and maintaining applications and system software.

• Strong troubleshooting and problem-solving skills

• Proficiency in using help desk ticketing systems.

• Knowledge of Windows and/or Mac operating systems. Incident Management: Receive, log, and categorize incoming service requests and incidents via phone, email, or ticket systems. Problem Resolution: Diagnose and resolve technical issues related to hardware, software, network connectivity, and peripheral devices. Troubleshooting: Utilize troubleshooting tools and procedures to identify and resolve problems effectively Documentation: Maintain accurate and up-to-date records of incidents, resolutions, and user interactions. Escalation: Identify and escalate complex issues to appropriate support levels. Communication: Communicate effectively with end-users, providing clear instructions and updates on issue status. Customer Service: Provide a high level of customer service, demonstrating patience, empathy, and professionalism. Knowledge Base: Contribute to and maintain the knowledge base, ensuring accurate and up-to-date information for troubleshooting. Hardware/Software Support: Provide support for a variety of hardware and software, including operating systems, applications, and devices Network Support: Assist with network connectivity issues, including troubleshooting and basic configuration.

Salary Range- $60,000-$65,000 a year

#LI-SP3 #LI-VX1