Service Desk Engineer

Role & responsibilities

Provides first-tier technical support by directly responding to customer requests and inquiries.? Identifies IT productivity issues and provides troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents.? Educates customers and communicates troubleshooting steps.? Resolves routine hardware and software incidents.? Follows documented workflow and established standards to resolve routine and newly reported issues.? Escalates to the appropriate technical resources for more complex incidents.? Adheres to customer communication engagement tool standards (including phone logging and ticketing systems) and is available during scheduled shifts.? Participates as an integral part of the team, exhibiting ownership, follow through, initiative, awareness and effective communication with customers, peers, upper tiers, and management.? No regular travel required.? Able to work assigned schedule subject to Progressives flexible schedule policies and practices.Able to work variable and flexible hours, such as nights, weekends, and holidays in response to business needs.has context menu

Preferred candidate profile

Perks and benefits