This position’s purpose is to provide initial service response while upholding excellent customer service standards to our clients. Service Desk Support Engineers serve as the front line in receiving support tickets and calls. This individual is responsible for quickly triaging all reactive support tickets, diagnosing and resolving Tier 1 & Tier 2 issues, and escalating Tier 3 issues quickly to the appropriate team member. Service Desk Support Engineers are the face of the company for existing clients and are often dispatched to client locations to assist with support issues and onsite projects. Service Desk Support Engineers are presented with opportunities for growth, and learning opportunities in organizational operations, customer satisfaction/retention, and I.T. technical skills.

Acceptable Performance

To accomplish this job successfully, an individual must be able to perform the assigned duties according to the acceptable standards established for the job role. The Service Desk Support Engineer must be able to complete each essential job function satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Role and Responsibilities

• Promote and represent the corporate culture and core values in all aspects of your job duties.
• Answer the main and help desk phone lines and direct calls accordingly
• Discuss issues with clients to determine the issue and its urgency
• Dispatch to client sites to troubleshoot issues and install new equipment
• Resolve Tier 1 and Tier 2 issues quickly and efficiently
• Set client expectations regarding each ticket/issue
• Create tickets for incoming phone calls
• Engage in email correspondence with clients
• Updating configuration records and client documentation regularly
• Receive and sign for office deliveries
• Other duties as assigned
• Ensures client satisfaction
• Communicates regularly with the Service Desk Manager regarding recurring issues and signs of frustration from clients

Skills & Abilities

• Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
• Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group-solving situations.
• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethics; upholds organizational values.
• Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem-solving situations.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Ability to work with minimal management.
• After-hours work is sometimes required and expected.
• Can-do attitude and ingenuity are key attributes for this position.
• Time management skills that allow you to manage multiple clients at one time effectively.
• Patience, foresight, and confidence are character traits that are beneficial for this position.

Qualifications and Education Requirements (Preferred, not required)

• Experience: 2-3 years of experience working in Desktop and Server Support roles, which include the following:
• General Virtualization
• Image-based backup and restore technologies
• Ticket-based support system with time tracking
• Strong understanding of Networks and Firewalls
• New workstation and server setup and configuration
• Office365 and other cloud technologies
• Microsoft Technologies: Windows 2016 and higher, Windows, Microsoft Office 2016 and later, Office 365 (Portal, Exchange)