Service Desk Engineer

Role & responsibilities

• Under General Supervision, and in accordance with all applicable federal, state and local laws/regulations and Company policies, procedures and guidelines, this position has the following responsibilities
  • Troubleshoots desktop hardware, software, Windows-based applications, and telephony issues via remote access, phone, and email support for users in multiple call centers
  • Create a positive user support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude• Responsible for following the Incident Management Process within Company such as:
  • Logs and tracks incidents and requests from identification through resolution
  • Addresses and resolves incidents and requests; performs initial assessment, triage, research, and resolution
  • Restores normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring the best possible levels of service
  • Responsible for collecting information through a user conversation, accessing support tools, and collaborating with global support staff
  • Clear and concise documentation of incidents, troubleshooting steps, and comments into an Incident Management System
  • Follows up with other global support staff involved in resolution to ensure incidents are resolved and the customer communication is complete
  • Documents resolutions and updates self-help and knowledge bases
  • Responsible for following the Security Management Process within Company such as:
  • Password Resets NT Login Creation User access modification
  • Grows general knowledge of current corporate, department, client-based, and facility-specific products, increasing ability to resolve requests on first contact
  • Become aware of fixes to known issues for quick resolution. Update and maintain troubleshooting guides
  • Maintain current technical expertise in the rapidly changing technology and utilize state-of-the-art techniques when implementing or recommending solutions
  • Monitors the Network stability through devices and performs initial steps as part of investigating a possible service impacting incident• Perform other duties as assigned
• Administration of Windows-based applications of basic principles, theories, and concepts
  • Administration of Exchange, remote access technologies, Microsoft Active Directory domain administration, and support, including user/policy account creation, permissions allocation, creating file and print shares
  • User desktop management with a working knowledge of system patch practices and imaging
  • Working knowledge of Microsoft Networking principles such as DNS, WINS, DHCP
  • Working knowledge of Cisco based routing and switching• IT Support to provide 24x7 on call production support

HR

SubhijeetSingh

subhijeet_g@trigent.com