As a Service Desk Engineer, you will be the first point of contact for end users seeking technical assistance. Your primary responsibility will be to provide support and resolve IT-related issues efficiently and effectively. You will be working a rotational schedule, including night shifts.

Responsibilities include:

Customer Support: Provide first-level support to end-users, answering inquiries and resolving technical issues.
Troubleshooting: Diagnose and troubleshoot hardware, software, and network problems.
Incident Management: Log and manage incidents using the service desk ticketing system, ensuring proper documentation and timely resolution.
Remote Assistance: Provide remote support to users, deploying software updates and patches, and configuring new systems.
User Training: Assist in training and onboarding new users, ensuring they understand the tools and resources available to them.
Documentation: Maintain accurate records of all support interactions, changes, and updates in the helpdesk system.
Collaboration: Work closely with other IT team members to resolve complex issues and escalate problems when necessary.
System Monitoring: Monitor system performance and network stability, reporting any irregularities or potential issues.
Proactive Maintenance: Perform regular maintenance tasks such as updates, backups, and system health checks.
Creates daily, weekly, and monthly reports for ServiceDesk Management Team

Qualifications

Education: Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
Experience: 2 to 4 years of experience in a technical support role.
Technical Skills: Proficiency in Windows and Mac operating systems, Microsoft Office 365 Admin, and common IT applications. Familiarity with networking concepts and hardware configuration.
Communication Skills: Excellent verbal and written communication skills. Ability to explain technical issues in a clear and understandable manner.
Problem-Solving: Strong analytical and problem-solving skills. Ability to think critically and troubleshoot issues effectively.
Customer Service: Demonstrated ability to provide high-quality customer service and maintain positive relationships with end-users.
Certifications: ITIL, CompTIA A+, or other relevant certifications are desirable.

Preferred Qualifications:

Experience with ServiceDesk ticketing systems. Preferable Jira ServiceDesk
Knowledge of cloud and SaaS services and Endpoint technologies.
Good hands-on experience or understanding of employee onboarding and offboarding process.
Exceptional communication skills with the ability to translate technical concepts for technical and non-technical audiences
Ability to document technical processes and train both technical and non-technical teams for consistent operational success
Self-starter with the capacity to work independently and lead initiatives while being an effective team player focused on collective goals
Strong sense of teamwork, with a focus on achieving collective success and contributing to a positive team dynamic
Good knowledge of Network best practices and concepts.
Good Knowledge of Asset Management lifecycle.
Good Understanding of cybersecurity best practices.
Understanding skills in scripting for running the automation, system management, and process efficiency; PowerShell or Python preferred
Understanding of identity and access management (IAM, SSO/MFA, SCIM), preferably with Okta, along with a strong comprehension of DNS and networking protocols.

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