IT Help Desk Engineer

6 days ago


Mastic Beach, New York, United States MyCareersFuture Full time

Job Summary

MyCareersFuture is seeking a highly skilled and experienced Service Desk Engineer to join our team. As a Service Desk Engineer, you will be responsible for providing technical support and assistance to our customers, ensuring that their IT-related issues are resolved in a timely and efficient manner.

Key Responsibilities

  • Diagnose and resolve technical issues related to hardware, software, and network operations.
  • Log and track customer system problems, incidents, and requests in a service desk ticketing system.
  • Prioritize and resolve issues within established Service Level Agreements (SLAs).
  • Closure of incidents, verifying problem resolution with customers and documenting resolution procedures.
  • Provide technical support via phone, email, and online chat platforms.
  • Liaise with other support teams to resolve requests and issues in a timely manner.
  • Perform monthly activities as per standard operating procedures.
  • Ensure that all technical issues are resolved to the customer's satisfaction.

Requirements

  • Nitec or Diploma in Computer Engineering or equivalent.
  • At least 1 to 3 years of working experience in helpdesk support or call center environment.
  • Good working knowledge of service desk ticketing systems, telephony systems, email, online chat, and service support processes.
  • Good working knowledge of IT domains, including software, hardware, servers, and network operations.
  • Ability to multi-task, take initiative, and work independently with multiple stakeholders.
  • Willingness to perform rotating shifts.

Preferred Qualifications

  • Knowledge of MacBook and Windows machine/applications troubleshooting.
  • Experience with ServiceNow and JIRA ticketing systems.
  • Knowledge of Windows OS 10 and 11.
  • Microsoft Office and Atlassian applications.
  • Antivirus/Encryption.
  • Office365/Azure AD experience will be beneficial.


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