Service Desk Engineer

About the job Service Desk Engineer

Major Goals and Responsibilities:

• Provide remote technical support to clients over the phone using remote control tools

• Conduct onsite technical support at client location as needed

• Diagnose and resolve workstation, server and network infrastructure issues

• User account management Add/edit/disable accounts, setup new application users, etc.

• Troubleshoot backup, malware, virus and other technical challenges

• Help provision new laptops, desktops and mobile devices

• Work with application vendors in troubleshooting application errors

• Answer end user questions and remediate issues

• Possess the passion for providing great service and the desire to create Raving Fans

• Build solid, long-term relationships with team members and our clients

• Continue skills development; maintain proficiency in current technologies

Products and Services:

• Windows 10 & 11 and associated hardware platforms

• Windows Server 2012, 2016 & 2019 and associated hardware platforms

• VMware or Microsoft Hyper-V virtualization technologies

• Anti-virus, Anti-spam and Anti-spyware

• Backup and Recovery technologies

• Citrix and Microsoft Remote Desktop Services

• Firewalls, Routers and Managed Switches

• LAN / WAN / Wireless networking hardware and software technologies

• Systems Management Software (HP Insight Manager, Dell Open Manage)

Prerequisites:

• Real world experience in a network administration or help desk position

• Strong communication and interpersonal skills

• Strong analytical and organizational skills

• Desire to do what it takes to solve technical challenges

• Industry certifications from CompTIA, Microsoft, Cisco or VMware

• Minimum of a two-year college degree or equivalent experience

• Strong working knowledge of Workstation and Network Operating Systems, Network Applications and LAN / WAN / Wireless Technologies