Service Desk/Desk Side
6 days ago
Deskside Support Engineer
Provide 2nd level technical support for incidents and service requestsResponsible for the deployment, installation, replacement and configuration of desktops, laptops, and printersProvide on-site technical assistance on the delivery, configuration, set up, maintenance, break/fix, and troubleshooting of computer systems, hardware, and software in a timely mannerProvides timely updates on all ongoing support issuesAssists in providing basic training to end-users in the proper operation of desktops, laptops, printers, and LAN connectionEvaluate and recommend product upgrades or replacement if necessaryWork with the IT service desk, application support teams, and other technical teams for on-time resolution of incidents and completion of service requestsInvestigate security incidents and assist with protecting hardware, software, and information resources from unauthorized access, tampering and physical damage, including other security tools, anti-virus products and patch managementAssist with the ongoing set up, operation, maintenance, backup, and recovery of servers, storage systems, enterprise applications, databases, network and communication systemsUpgrading the entire system to enable compatible software on all computers.Manage and coordinate escalated issues with technology vendors as necessaryQualifications
BS Degree or equivalentA minimum of one (1) year prior experience providing desktop support is desirableExperience in addressing complex issues and can demonstrate incident management skillsWorking knowledge of computer systems, hardware, and software including databases, office applications, and operating systemsGood problem-solving, analytical, and team-working skillsGood communication (verbal and written) and interpersonal skillsGood analytical and diagnostic skillsExcellent prioritization and time management skillsStrong customer service skills and professional attitudeAn openness to learning new technologiesCandidates must be open to travel to different locations/regions as neededFor Lead:
BS Degree of equivalentExperience in providing Tier II IT support to end usersKnowledge on ITIL framework/principlesWorking knowledge of ticketing systems is an advantageMicrosoft, ITIL, Cisco or other certification would be an advantageExcellent collaboration and verbal and written communication skillsExcellent prioritization and time management skillsExceptionally strong customer service skills and professional attitudeService Desk Analyst
Perform first-level support to assist end users at the onset of an issue or request Serving as the first point of contact for end users seeking technical assistance over available contact channelsProvide initial investigation and diagnosis and promptly allocate unresolved issues as appropriateCategorize and record reported queries and provide solutionsLogs incidents and service requests and maintains relevant recordsSupport problem identificationUpdate users on the status of reported cases and advise users on appropriate course of actionMonitor issues and requests from start to resolutionEscalate unresolved problems to a higher level of supportProvide essential online security advice and support to end usersDelivering customer service through multiple channelsMonitor and respond quickly and effectively to issues/requests received through Service DeskContributes to creation of process documentation when neededSubmit daily, weekly and monthly reports as requiredQualifications:
Bachelor's degree in computer science, information systems, or similar courseExperience in an IT performance analysis and end-user support roleExceptional analytical, diagnostic, and problem-solving skillsKnowledge on computer programs and hardware Customer-oriented and cool-tempered Knowledge on any service desk software or ticketing toolExcellent collaboration, communication, and interpersonal skills.Excellent prioritization and time management skillsCandidates must be open to travel to different locations/regions as neededFor Lead:
A minimum of 3 years experience in a Senior Team Leader IT Service Desk Role Experience in managing and supervising a team in the delivery of high-quality work outputs and team performanceExperience in addressing complex issues and demonstrated incident/problem management skillsExperience working within a Service Management framework e.g. applying ITIL ProcessesDemonstrated stakeholder engagement skills Strong business understanding and focus Demonstrated conflict management and resolution experience Microsoft, ITIL, Cisco, or other certifications would be an advantageExcellent collaboration and verbal and written communication skillsExcellent prioritization and time management skillsExceptionally strong customer service skills and professional attitudeSelf-motivated, with a strong ability to work both independently and with teams and managers as appropriate-
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