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Service Desk Engineer
2 weeks ago
Job Summary:
As a seasoned Service Desk Engineer, youll be responsible for providing technical assistance and support to end-users, diagnosing, troubleshooting, and resolving hardware and software issues. The role is conducted remotely, primarily using remote desktop tools, phone, or email. The technician ensures timely resolution of incidents, maintains high customer satisfaction, and escalates issues when necessary.
Key Responsibilities:
Provide Remote IT Support: Troubleshoot hardware, software, and network issues via remote desktop tools, phone, or email.
Incident Management: Log, track, and resolve incidents and service requests in a timely manner following the company's SLAs.
Technical Assistance: Assist users with issues related to computers, printers, mobile devices, operating systems (Windows, macOS), software applications, and network connectivity.
Account and Access Management: Handle user account setups, password resets, and manage access rights as per company policy.
Escalation Management: Escalate complex issues to higher-tier support teams or vendors, ensuring proper follow-up.
Document Resolutions: Create and maintain detailed documentation of solutions, knowledge base articles, and support processes.
Customer Interaction: Maintain high standards of customer service by communicating clearly and effectively with end-users, understanding their issues, and providing solutions in a courteous manner.
Software Installations and Updates: Remotely install, update, and configure software applications and security patches.
System Monitoring: Monitor critical IT systems, responding to alerts and potential issues before they affect users.
Collaborate with Other IT Teams: Work closely with other IT support teams to ensure efficient and effective service delivery.
Required Skills:
Strong knowledge of Windows and macOS operating systems.
Experience troubleshooting hardware, software, and networking issues.
Familiarity with remote desktop tools (e.g., TeamViewer, AnyDesk, Microsoft Remote Desktop).
Basic understanding of ITIL principles and incident management processes.
Excellent communication skills, both written and verbal.
Ability to work independently and prioritize tasks effectively to the team members
