Service Desk Engineer null

Position Description

The Service Desk Engineer is responsible for providing Level 1 technical support and service dispatch to customers, both internal and external, across different practice areas.

• Service Desk Engineer provides Tier 1 support.
• Performs as the first point of escalation of IT infrastructure incidents that involve clients, customers, service providers, internal support, and external vendors.
• The position provides organized triage communication, information, and resolutions to customers who have issues pertaining to products and services of the company, as well as internal operations.
• SD understands software implementation and standard operating environment implementation.

Service Desk and Support provide the direct first level of support via telephone, email, web, or any other means, such as:

• Answering RFIs
• App navigation
• Onsite and remote assistance
• Initial troubleshooting using the KB as a reference
• Password resets and ticket routing
• Escalation to Levels 2, 3, and principal when needed
• Monitors premium hours spent/ renewal of managed support and services.
• Receives, logs, and updates incident reports and service requests; reports recurrence of incidents of the same nature.
• Tracks follow-ups and service deliveries of logged requests.
• Configures and maintains of service desk system; provides access management.
• Coordinates with principal partners and Technical Managers for L3 and L4 technical support and management of incidents.
• Interprets schematics to determine the best solution to incidents and requests for change.