Service Desk Engineer (SDE)

Role Summary

Service Desk Engineers (SDEs) are the first responders to reported and ticketed client issues. The SDE is responsible for providing professional, considerate, and timely reactive remote support for clients. The primary focus is the quick resolution of service issues and maintaining clear, consistent communication with clients throughout the support process.

SDEs operate within the reactive services framework, with responsibilities delineated by skill set and experience level:

• L1: Triage and user MACs (Moves, Adds, Changes).
• L2: Mid and advanced-level technical support.
• L3: Complex escalations and team mentorship.

Job Responsibilities

Service Delivery & Troubleshooting

• End-User Support: Provide remote and occasional onsite support to managed services clients.
• Ticket Management: Manage assignments based on priority and age, working tickets from triage through completion.
• Diagnostic Excellence: Utilize the company's tool suite and client technical documentation to diagnose and resolve issues efficiently.
• Operational Awareness: Understand the impact of technical procedures on client infrastructure, uptime, and potential business interruptions.

Escalation & Collaboration

• Timely Escalation: Escalate aging tickets to the SDC if unresolved within 1 hour to maintain KPI targets.
• Internal Support: Seek assistance from L3 SDEs or the SDC when technical roadblocks occur.
• Chronic Issues: Work with the SDC to identify recurring or chronic service issues across the client base.
• Cross-Functional Teamwork: Collaborate with all service delivery teams to ensure a holistic understanding of client environments.

Documentation & Administration

• Time Tracking: Diligently document all service work and time entry in the PSA/CRM application.
• On-Call Rotation: Provide support based on the established on-call schedule.
• Meeting Rhythm: Attend and participate in daily huddles and weekly team meetings.

Accountability / KPIs

• Throughput: Maintain Tickets Per Day (TPD) closure rates commensurate with your specific role level.
• Resolution Efficiency: Adhere to effective escalation protocols when stuck to protect average resolution times.
• Communication: Ensure all client communications are professional, empathetic, and timely.
• Project Contribution: As a Professional Services contributor, complete any assigned project tasks on time and within budget.

Competencies & Qualifications

Competencies

• Technical Growth: Ongoing development of technical skills relevant to supported technologies.
• Organizational Skills: Strong ability to coordinate and manage multiple tasks simultaneously.
• Effective Prioritization: Proficiency in managing a ticket queue based on urgency and impact.
• Communication: Excellent verbal and written abilities for high-quality client interaction.

Qualifications

• Experience: Previous experience in a service desk or customer support role.
• Tools: Proficiency with IT Service Management (ITSM) software, RMM tools, and PSA applications.
• Skill Level: Technical expertise must be aligned with the requirements for L1, L2, or L3 roles.

Work Environment

• Hybrid: This role offers a hybrid work arrangement, balancing in-office collaboration with remote work flexibility.

Reporting Structure

• Service Desk Engineers report directly to the Service Desk Coordinator (SDC).