Service Desk Engineer

• Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat

• Willing to work in night shifts over prolonged period

• Excellent written & spoken communication skills

• Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation

• Effectively manage length of calls, handle time, and after call work

• Walk the customer through the problem-solving process

• Determining the best solution based on the issue and details provided by customers

• Provide accurate information on IT products or services

• Good troubleshooting skills involving:

O Assisting users with password resets and account unlock for reported incidents and requests.

• Performing remote troubleshooting through diagnostic techniques and pertinent questions

• System boot issues and Microsoft Office related issues

O Provide connectivity support for home users including network broadband, Virtual Technologies, and VPN

o Providing support on technologies such as MFA, SCCM

o Providing smartphone assistance for in home connectivity

o Providing Apple, Android device support over the phone

o Using specific tools to diagnose issues, make recommendations for resolution

o Placing corporate phone orders through authorized vendor portals

o Supporting hardware collection of terminated employees

o Providing support through the technologies such as Nexthink, Controlup and App Volume Manager

o Providing support to MacOs devices.

O Good working knowledge and experience in Active Directory (Add/Remove & Edit Users), Office 365, Jamf.

O Printer configuration and troubleshooting

o Creating and updating the Knowledge base articles for the infrastructure support.