IT Service Desk Engineer

Job Description

REQUIREMENTS

• Basic understanding of IT systems, including web and mobile applications, server and storage solutions, and networking concepts.
• Strong critical thinking and problem-solving skills, with the ability to troubleshoot technical issues.
• Excellent communication and interpersonal skills, with a customer-focused attitude.
• Demonstrate patience and active listening to ensure clear communication with clients of varying technical expertise.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously. • Eagerness to learn and grow within the IT field.
• Relevant IT certifications (e.g., CompTIA A+, ITIL) are preferred and will be advantageous. Technical Skills: 2-3 years working in a Help Desk or IT support environment
• Microsoft Stack experience (Windows OS, basic Server OS, O365 admin and Office Suite) • PC hardware support experience
• Basic network troubleshooting for LAN/WAN
• Log tickets and assist end users with technical queries, or escalate to the appropriate team.
• Ability to trouble-shoot and partner with other teams for resolution.
• Manage escalation of tickets to internal or 3rd-party contact points.
• Create accounts and configure hardware as part of onboarding or offboarding processes for various clients.
• After Hours Monitoring of client environments and action of procedural work (Troubleshooting, patching, deployment, etc).

RESPONSIBILITIES

• Act as the first point of contact for clients, responding to and resolving their inquiries and issues via phone, email, and chat, while delivering first-line technical support.
• Assist in troubleshooting and resolving issues related to web and mobile applications, server and storage solutions, network infrastructure, and security systems.
• Identify and escalate complex issues to Level 2 or Level 3 support teams when necessary, ensuring a seamless and efficient resolution process.
• Log and document all support requests, incidents, and resolutions in the ticketing system. • Proactively monitor and follow up on pending tickets to ensure timely resolution and maintain client satisfaction.
• Follow established procedures for incident management, problem-solving, and escalation. • Maintain an elevated level of customer satisfaction through effective communication and problem-solving.
• Assist in the setup and configuration of new hardware and software as part of the overall solution delivery.
• Monitor and respond to system alerts, performance issues, and security notifications to prevent potential disruptions.
• Perform routine maintenance tasks such as software updates and backups monitoring. • Contribute to the creation and maintenance of a knowledge base for common issues and resolutions.
• Report recurring issues and suggest improvements.
• Identify opportunities for process improvements within the service desk operations.

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