What are the responsibilities and job description for the L3 Sr Service Desk Engineer position at Moksh Tech?
Job Title: L3 Sr service desk engineer
Location - Troy,NY
Responsibilities
Job Description:
Location - Troy,NY
Responsibilities
Job Description:
- Resolving escalated Service Desk tickets
- Managing Service Desk workflow and serving as point of contact for Service Desk in absence of Director of Operations
- Teaching escalated ticket resolution strategies and methodologies to Service Desk technicians
- Preventing service failures by prioritizing quick close tickets, including unassigned
- Updating clients or team members on progress and ETA for resolution
- Managing ticket workflow with Service Coordinator, including:
- Ensuring response time KPI using “Start Tick” code
- Moving appropriate tickets to flight queue
- Marking tickets awaiting confirmation
- Anticipating needs of Service Desk technicians
- Coordinating appropriately with TAMs regarding escalations and approvals
- Monitoring voicemails received, alerts, and offline emergencies
- Updating Director of Operations or team if there is a Q1 as soon as possible
- Identifying continuous improvement trends in tickets and proposing solutions
- Troubleshoot PCs, servers, laptops, etc., with client representatives and peers
- Complete tickets in a timely manner or engage with team for assistance
- Follow Daily Technician Checklist to ensure continued focus on current tickets
- Update clients clearly and professionally daily for anything outstanding
- Watch for and address any urgent alerts
- Review and update documentation
- Follow time-tracking and ticket notes and use tools such as RMM, PSA, and standard troubleshooting techniques
- Resolve issues thoroughly and quickly
- Act as escalation resource
- Recommend long-term solutions to reduce potential for future issues.
- Assist in the on-call rotation for evenings/weekends (overtime)
- Regularly meet with team and provide feedback on common issues
- Complete training regularly or when requested by supervisor
- Perform work both remotely and in the Groff NetWorks office
- Be available to dispatch to client sites at any time when need arises
- Bachelor’s degree in a computer science discipline or an equivalent combination of education, certification, and work experience
- 5 - 7 years of IT Service Desk or similar experience progressively responsible project management or leadership experience in an IT environment, or an equivalent combination of education, certification, and work experience
- Flexibility in time commitment and role / project assignment
- Commitment to contributing to a mission-driven organization
- Experience proving IT reassurance in a fast-paced environment
- Customer service experience both over the phone and in person
- Standard work hours availability
- A valid driver’s license and reliable transportation
- Office365/SharePoint account management and troubleshooting
- Preferred technical experience:
- Office365/SharePoint account management and troubleshooting
- Active Directory Management and familiarity with User Groups and Group Policy
- Server 2008r2 to Server 2016 troubleshooting experience
- Experience in Remote Desktop Server (RDS) environments
- SonicWall/Meraki/ firewall hardware experience
- Switch/vLAN configuration experience
- Printer/networked peripherals connectivity troubleshooting experience
- Scan to email/Scan to folder
- Office Business Application experience
- Familiarity with Backup Disaster Recovery and file restoration
- Experience with Autotask
- Ability to work with a team and independently
- Attention to detail
- Ability to sit or stand at a computer workstation for hours at a time
- Manual dexterity for data entry using keypad, mouse, and other
- Ability to accurately view computers and other electronic screens, with assistance as needed
- Proficiency in written and spoken English