Senior Support Engineer

Here's a structured Job Description (JD) draft for the Sr. Service Desk Support Engineer & Lead, based on the details you provided:

Job Description: Sr. Service Desk Support Engineer & Lead

Position Overview

We are seeking a Senior Service Desk Support Engineer & Lead to join our IT operations team. This role is responsible for leading day-to-day Service Desk activities, resolving incidents, guiding junior analysts, and ensuring the highest levels of customer satisfaction. The ideal candidate will have strong technical expertise in end-user computing, leadership skills to mentor the team, and the ability to drive operational excellence.

Key Responsibilities

Service Desk Operations

• Answer customer requests via telephone, email, or ticketing system in a professional manner.
• Log all incidents and service requests accurately in the incident tracking system.

• Provide first-level troubleshooting and resolution for:

• Personal computing hardware.

• Microsoft Windows and MS Office Suite.
• Client access and business/clinical applications.
• Miscellaneous PC software programs.
• Isolate issues, determine root causes, and execute corrective actions to restore services efficiently.
• Minimize escalations by resolving issues within scope of access and expertise.
• Escalate unresolved issues to Level 2/3 support with complete and accurate documentation.

Leadership & Guidance

• Provide mentoring, guidance, and technical assistance to Service Desk Analysts.
• Act as the primary escalation point for complex or high-priority issues.
• Collaborate with management to set measurable goals for the Service Desk and ensure team performance meets targets.
• Ensure adherence to established SLAs and quality standards.
• Promote a culture of customer focus, accountability, and continuous improvement.

Process & Documentation

• Create, update, and maintain troubleshooting procedures and knowledge base articles.
• Work with cross-functional teams to avoid repeat escalations.
• Participate in audits, quality checks, and compliance-driven activities.
• Assist in IT projects, system rollouts, and process improvements as assigned by management.

Customer Satisfaction

• Partner with other IT support teams to ensure high levels of customer satisfaction.
• Proactively identify opportunities to enhance the end-user support experience.
• Monitor feedback and drive initiatives for continuous improvement.

Out of Scope

The following activities are excluded from this role's responsibilities:

• Level 2 & 3 Support activities.
• Enhancements, development, or fixes requiring access to product code (handled by product vendors).
• Hardware break-fix activities, software/media backups, and device-related issues.
• Production server installations or deployments.
• Changes to external systems.
• Support for Epic accounts or application-related questions.

Qualifications & Skills

• Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
• 5+ years of experience in IT Service Desk/End User Support, with at least 2 years in a senior or lead role.
• Strong knowledge of Microsoft Windows, MS Office Suite, and common business applications.
• Excellent troubleshooting skills for hardware/software issues.
• Familiarity with ITIL processes (Incident, Problem, Change Management).
• Exceptional communication and interpersonal skills.
• Proven ability to lead, mentor, and motivate a support team.
• Strong documentation and process management abilities.

Key Competencies

• Technical Expertise: Hands-on problem-solving in end-user computing.
• Leadership: Ability to guide and mentor Service Desk Analysts.
• Customer Focus: Commitment to delivering outstanding support experiences.
• Collaboration: Works effectively across teams and stakeholders.
• Accountability: Meets deadlines and maintains high-quality standards.

Qualifications

B. Tech or Graduation

Range of Year Experience-Min Year

4

Range of Year Experience-Max Year

7