Service Desk Engineer

Role & responsibilities

• IT Service Desk experience.
• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
• Understanding of Windows 7 & 10 operating system
• Assisting with configuring/troubleshooting of Software and Hardware
• Experience working with ServiceNow to log, track, close tickets
• Experience in resolving IT issues via phone/email/chat
• Excellent telephone etiquettes and customer service
• Excellent troubleshooting skills
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
• Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.
• Excellent time management skills and ability to work under pressure
• Continuous commitment to professional development.

Excellent communications skills (verbal and written) 

2. Knowledge on ITIL Framework and Terminologies 

3. Knowledge on Windows, Mac operating systems & VDI environments 

4. Demonstrated problem solving capabilities 

5. Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner 

6. Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays 

7. Self-motivated achiever who gains satisfaction from providing excellent customer service 

8. Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies 

9. Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates 

10. Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc.. 

11. Excellent organizational skills

Preferred candidate profile