Senior Service Desk Engineer

The Senior IT Support Analyst provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers.

The Service Desk Engineer is the front line in the Help Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution.

Preferred candidate profile

• 3-5 years of IT Help Desk / Service Desk support and Customer Service experience.
• Experience with providing technical assistance over the phone.
• Hands on Experience in troubleshooting issues related to
• Windows Operating system - Windows 7, 10, and 11 and Mac support.
• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project) 2000-2016
• Email support O365, Exchange & POP
• O365 and Azure Admin portal
• MFA/2FA Applications (Duo, Azure, Okta, etc.)
• Spam Filtration Applications (Mimecast, Microsoft Spam, etc.)
• Familiarity with ITSM (Ticketing System) Applications (ServiceNow, JIRA, Zendesk, etc.)
• Basic network support:
  - Understanding of a domain/corporate IT environment including PC/Laptop setup.

- Basic knowledge of network technologies (LAN, WAN, wireless)

- VPN clients (Cisco, SonicWall, Fortinet, etc.)

• Computer hardware support:

- Troubleshoot issues with laptops, desktops, and thin clients.

- USB device support and other peripherals

• Security support:

- Basic knowledge of security principals and best practices

- Virus and malware identification and remediation.

- Antivirus and Next Gen Antivirus tools (Sophos, Vipre, Crowdstrike, etc.)

• Printer support:

- Setup/install local, wireless, and network printers

- Troubleshoot hardware printer issues

• Mobile device support:

- Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.

Install and troubleshoot broadband wireless devices and software

Role & responsibilities

• Resolve problems reported to the service desk by phone or web tickets.
• Provide first-level contact and problem resolution for customer issues.
• Provide timely communication on ticket status and resolution.
• Update and maintain Help Desk Documentation and knowledgebase articles.
• Review and update Help Desk documentation as assigned.
• Review and create KB articles.
• Other functions as directed by management.
• Answer phone calls received by the call center by the SLA. Resolve or escalate issue as needed.
• Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
• Quickly and effectively communicate with customers within the set SLA.
• Work with vendor to resolve issues when required.
• Configure/image desktops or laptops as needed.
• Continually update and improve our documentation of a customer environment.
• Continuously improve upon technical skills sets within assigned areas of expertise.
• Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment