Service Desk Engineer

Key Responsibilities

• Participate in white-glove calls, especially during high-urgency or sensitive technical escalations, delivering calm, expert communication and resolution
• Deploy technical solutions to solve recurring issues, improve system performance, or implement new services for clients
• Analyze trends in ticket data or client feedback to identify areas for technical improvement and proactively address potential issues
• Troubleshoot network equipment such as switches, firewalls, and wireless access points
• Remediate compromised accounts via anti-virus/malware software
• Support various email systems (O365, GSuite) using SPAM filtering tools (Graphus, Inky, Mimecast, Defender)
• Administer and maintain end-user accounts, permissions, and access rights (e.g., password resets, new user/workstation setups)
• Set up, install, and troubleshoot various products, including the Microsoft Office Suite and other Windows applications
• Provide third-party vendor management assistance
• Ensure that Service Level Agreements are met for all customers

Qualifications

• 3-4 years of hands-on IT support experience in a similar role (deploying and troubleshooting Windows workstations and applications, supporting and maintaining Windows Server environments)
• Working knowledge of Windows Servers and Networking hardware protocols
• Strong documentation skills, producing accurate documentation related to client environments and issue resolution
• Effective prioritization and execution in a high-pressure environment
• Keen attention to detail
• Ability to absorb and retain information quickly
• Highly self-motivated
• Prominent analytical and problem-solving abilities
• Solutions-focused
• Able to multi-task and organize and prioritize deadlines accordingly