Service Desk Engineer

2 weeks ago


Scottsdale, United States JobRialto Full time
Job Description:

• 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 issue/problem to appropriate resolver group using IT Ticketing System

• Install, upgrade, support and troubleshoot for printers & related computer hardware.

• Knowledge on POS related issues and troubleshooting them

• Knowledge of Citrix and VPN

• Customize & configure desktop hardware to meet specifications and business standards

• Email account administration, i.e., account creation and management and distribution lists on Office 365

• Robust queue management ability

• User account administration, i.e., 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 co-ordinate MIM tickets by engaging relevant resolver teams

• Good Knowledge in Intune tool Device enrollment

Customer Focus

• Providing timely and accurate resolution of technical issues experienced by the Users.

• Excellent communication skills.

Must be able to demonstrate a customer 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

POS (Point of sale)

SCCM

Intune

Windows Devices

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

Any Graduate

0-3 years in a service desk environment

Hands on experience working in ITSM tools like Service Now, Remedy etc.

Education: Bachelors Degree

Additional client information:
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