Service Desk Engineer

Overview

• Provide second-tier technical support for desktop, server, network, and telephony systems, ensuring high customer satisfaction and efficient issue resolution.
• Collaborate with technical account managers and service desk teams to address escalated issues and maintain operational stability.
• Develop and maintain knowledge base articles to enhance first-line resolution rates and service desk efficiency.
• Perform root cause analysis and implement solutions to recurring incidents, ensuring adherence to company standards and SLAs.
• Install, configure, and maintain desktop hardware and software, providing troubleshooting and repair services as needed.
• Support LAN/WAN infrastructure, VPN clients, and Citrix environments, ensuring seamless connectivity and functionality.
• Administer Active Directory accounts, Office 365, DNS, and Group Policies, maintaining system integrity and user accessibility.
• Contribute to technical documentation and testing of solutions for implementation in customer environments.

Key Responsibilities & Duties

• Provide desk-side, remote, and local office support services, ensuring timely resolution of technical issues.
• Monitor incident trends, identify recurring issues, and develop solutions to enhance service desk operations.
• Collaborate with colleagues to deliver effective customer support services and achieve operational results.
• Analyze, troubleshoot, and document defects in software systems, ensuring accurate and efficient problem resolution.
• Install and configure workstation software, manage email administration, and monitor disk capacity.
• Provide accurate estimates for time spent on feature additions and defect fixes, tracking data for operational insights.
• Ensure effective communication of technical concepts to business audiences, fostering understanding and collaboration.
• Participate in on-call rotations, addressing urgent technical issues and maintaining service continuity.

Job Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field required.
• Minimum of 5 years of IT experience supporting customer requests and resolving technical issues.
• Proficiency in Microsoft operating systems, Office Suite, Active Directory, and Office 365 administration.
• Experience with ConnectWise Manage or similar ticketing systems for incident management.
• Strong knowledge of LAN/WAN infrastructure, VPN administration, and Citrix environments.
• Familiarity with DNS administration, NTFS file permissions, and Group Policies.
• Expertise in VMWare and/or HyperV virtualization technologies.
• Excellent problem-solving, logical thinking, and customer service skills, with strong verbal and written communication abilities.