Servicedesk Engineer

Service Desk L1 Engineer

Scotslade, AZ (Onsite)

Contract

Contract

Job description

The ideal candidate must have hands on experience of resolving technical issues over the phone chat and emails

L1 Technical Support

• Handling all the Inbound calls chat and emails in service desk
• Manage tickets that L1 engineers need assistance
• Handling Basic L1 queries from end users
• Correctly logging incidents and faults categorizing and prioritizing them in line with team procedures
• Diagnose and quickly resolve a wide range of Windows applications issues
• Good troubleshooting knowledge on internet and VPN issues
• When the restoration is beyond the scope of the support escalate the issueproblem to appropriate resolver group using IT Ticketing System
• Install upgrade support and troubleshoot for printers related computer hardware
• Knowledge of Citrix and VPN
• Customize configure desktop hardware to meet specifications and business standards
• Email account administration ie account creation and management and distribution lists on Office 365
• Robust queue management ability
• User account administration ie account creation and management and password resets on Active Directory
• Familiarize end users on basic software hardware and peripheral device operation and solve basic queries
• Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool
• Basic knowledge of Networking Virtualization Mac OS Web Based and Installable applications
• Good understanding of computer systems mobile devices and other tech products
• Efficiently manage technical escalations
• Good knowledge on Incident Management
• Strong ability to quickly coordinate MIM tickets by engaging relevant resolver teams
• Provide On Call support at times when required
• Customer Focus
• Providing timely and accurate resolution of technical issues experienced by the Users
• Excellent communication skills
• Must be able to demonstrate a customer's first approach to support
• Identify and escalate severe issues which could cause production impact
• Natural aptitude for trouble shooting problem solving
• Have solid experience in a helpdesk or technical support environment
• Excellent skills on managing queues in service desk
• Technical Skillset Good to Know
• Active Directory
• Citrix
• O365
• Microsoft Windows
• Mobile Operating Systems Android iOS
• SharePoint
• Knowledge of Laptop Desktop Tablet issues
• VPN Troubleshooting
• Mobile Device Management
• Excel Reporting Good to have

Required Background Experience