Job Title: Service Desk Engineer
Reports to: Operations Manager
GENERAL SUMMARY:
The Service Desk Engineer is responsible for handling 2nd and some 3rd level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties and Responsibilities:
– IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
– Support of disaster recovery solutions
– Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
– Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
– Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
– System documentation maintenance and review in ConnectWise
– Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Additional Duties and Responsibilities:
– Improve customer service, perception, and satisfaction
– Fast turnaround of customer requests
– Ability to work in a team and communicate effectively
– Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
– Escalate service requests that require engineer level support
– Responsible for entering time and expenses in ConnectWise as it occurs
– Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
– Enter all work as service tickets into ConnectWise
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable adjustments may be made to enable individuals with disabilities to perform the essential functions.
– Advanced understanding of operating systems, business applications, printing systems, and network systems
– Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
– Diagnosis skills of technical issues
– Ability to multi-task and adapt to changes quickly
– Technical awareness: ability to match resources to technical issues appropriately
– Service awareness of all organization’s key IT services for which support is being provided
– Understanding of support tools, techniques, and how technology is used to provide IT services
– Typing skills to ensure quick and accurate entry of service request details
– Self-motivated with the ability to work in a fast moving environment
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