Service Desk Engineer

Overview

• Serve as a Service Desk Engineer providing second-tier technical support for customers and internal teams.
• Assist in maintaining and troubleshooting desktop, server, network, and telephony systems to ensure operational stability.
• Develop solutions and create documentation to enhance efficiency and knowledge-sharing within the support team.
• Monitor and analyze incident trends to identify recurring issues and implement resolutions.
• Collaborate with Technical Account Managers to address escalated customer issues effectively.
• Participate in on-call rotations to ensure timely resolution of critical incidents.
• Contribute to the development and testing of new solutions for customer environments.
• Provide high-quality customer service, ensuring satisfaction and effective communication of technical concepts.

Key Responsibilities & Duties

• Deliver desk-side, remote, and local office support services for technical issues.
• Identify and resolve incidents within agreed service level agreements (SLAs).
• Create and maintain knowledge base articles to improve first-line resolution rates.
• Analyze software requirements and document defects for resolution.
• Install, configure, and maintain desktop hardware, software, and peripherals.
• Support Active Directory functions, VPN clients, and LAN/WAN network infrastructure.
• Perform root cause analysis and document solutions for recurring problems.
• Collaborate with internal teams to deliver effective customer support services.
• Ensure technical documentation is created, tested, and implemented effectively.

Job Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT support or technical issue resolution.
• Proficiency in Microsoft operating systems, Office Suite, and desktop applications.
• Experience with Active Directory, VPN administration, and LAN/WAN network support.
• Knowledge of NTFS file permissions, DNS administration, and Group Policies.
• Familiarity with VMWare, HyperV, and Citrix environments.
• Strong problem-solving skills and ability to manage multiple priorities effectively.
• Excellent verbal and written communication skills for relaying technical concepts.
• Preferred certifications in relevant IT fields are highly desirable.