Senior Engineer - Service Desk

As an IT Support Specialist, you will be responsible for handling incoming calls, emails, and chats from end users, some of which may require working on rotational shifts. You must have the ability to effectively communicate with end users from international locations over the phone and provide initial support and troubleshooting based on Knowledge Base articles. Your role will involve recording, classifying, and prioritizing tickets, as well as contributing new articles to the Knowledge Base. In addition, you will be expected to take remote control of end users" machines if necessary for troubleshooting purposes and escalate issues to appropriate support groups or third-party suppliers when tickets are not resolved during initial support. Monitoring the status and documenting progress towards the resolution of all open tickets, keeping affected users informed about the progress, and ensuring resolution confirmation and closure of tickets within the SLA are crucial aspects of this role. Moreover, attending trainings and completing certifications for set competencies, such as the ability to differentiate between different types of IT assets, basic troubleshooting on various versions of Windows OS, understanding desktop applications, supporting users in business applications, and troubleshooting desktop/application remotely, are essential technical skills for this position. You should also be able to carry out disk management, disk encryption, wireless configuration, check utilization and availability, perform start-up and shut-down services, install and configure email clients, troubleshoot connectivity issues, troubleshoot calls for printers and copiers, and possess basic networking knowledge. The ideal candidate for this role should hold a degree in Engineering or Science and demonstrate behavioral traits such as aptitude and effective communication. Having an understanding of domain setup and the ability to add/remove computers to the domain (specifically for MSP and Enterprise environments) would be considered a desired skill set. If you are looking for a challenging role that requires a combination of technical expertise, communication skills, and a customer-centric approach, this position might be the perfect fit for you.,