Job
Description
As a Service Desk Engineer at the company, your role will involve providing first-line support for end-users, primarily focusing on Windows and Mac devices. You will be responsible for troubleshooting hardware and software issues, delivering exceptional customer service, and ensuring the smooth operation of IT services. Your strong technical skills and proficiency in supporting both Windows and macOS environments will be key in excelling in this position. Key Responsibilities: - Technical Support: - Provide front-line technical support to end-users through phone, email, or ticketing system. - Troubleshoot and resolve issues related to operating systems (Windows and macOS), software applications, and hardware. - Install, configure, and maintain software and hardware for end-users. - Set up and configure Windows and Mac devices, including user profiles, permissions, and applications. - Incident Management: - Respond promptly to service requests and incidents, ensuring high customer satisfaction. - Prioritize and resolve technical issues based on severity and impact on users. - Document incidents and solutions in the ticketing system for accurate tracking. - Hardware/Software Troubleshooting: - Diagnose and resolve hardware issues such as printer, monitor, and peripheral problems. - Troubleshoot operating system issues, including performance, connectivity, and security problems. - Coordinate with vendors for hardware replacements or warranty support when necessary. - User Support and Training: - Provide user training on software and system usage, offering OS-level and application-specific support. - Assist in onboarding and offboarding users, ensuring proper setup or removal of devices and software. - System Maintenance and Updates: - Ensure all devices are up-to-date with the latest patches, updates, and security configurations. - Monitor system health and provide recommendations for system enhancements. - Collaboration and Escalation: - Work closely with other IT teams to resolve complex issues or escalate tickets as required. - Assist in IT projects such as system upgrades or migrations. This job involves a dynamic and collaborative work environment where your technical expertise and customer service skills will play a crucial role in maintaining efficient IT services for the organization. As a Service Desk Engineer at the company, your role will involve providing first-line support for end-users, primarily focusing on Windows and Mac devices. You will be responsible for troubleshooting hardware and software issues, delivering exceptional customer service, and ensuring the smooth operation of IT services. Your strong technical skills and proficiency in supporting both Windows and macOS environments will be key in excelling in this position. Key Responsibilities: - Technical Support: - Provide front-line technical support to end-users through phone, email, or ticketing system. - Troubleshoot and resolve issues related to operating systems (Windows and macOS), software applications, and hardware. - Install, configure, and maintain software and hardware for end-users. - Set up and configure Windows and Mac devices, including user profiles, permissions, and applications. - Incident Management: - Respond promptly to service requests and incidents, ensuring high customer satisfaction. - Prioritize and resolve technical issues based on severity and impact on users. - Document incidents and solutions in the ticketing system for accurate tracking. - Hardware/Software Troubleshooting: - Diagnose and resolve hardware issues such as printer, monitor, and peripheral problems. - Troubleshoot operating system issues, including performance, connectivity, and security problems. - Coordinate with vendors for hardware replacements or warranty support when necessary. - User Support and Training: - Provide user training on software and system usage, offering OS-level and application-specific support. - Assist in onboarding and offboarding users, ensuring proper setup or removal of devices and software. - System Maintenance and Updates: - Ensure all devices are up-to-date with the latest patches, updates, and security configurations. - Monitor system health and provide recommendations for system enhancements. - Collaboration and Escalation: - Work closely with other IT teams to resolve complex issues or escalate tickets as required. - Assist in IT projects such as system upgrades or migrations. This job involves a dynamic and collaborative work environment where your technical expertise and customer service skills will play a crucial role in maintaining efficient IT services for the organization.
