Service Desk Engineer

Responsibilities

• Respond to inbound calls from Premium Client Service Centre
• Address technical issues over the phone and by remote console
• Directly assist clients with end-user issues, troubleshooting, and resolution
• Support customers with non-fault-related requests such as software installations, data and application access, and new hire setup
• Contribute to process or knowledge documentation as needed
• Identify repetitive faults through communication with other support groups and service desk leadership team
• Liaise with business areas to provide guidance and solutions, and identify technology enhancements
• Participate in the test and implementation phases for changes and enhancements of systems and applications

Requirements

• At least 1 year of experience in technical Service Desk industry
• Excellent Communication Skills - written and oral
• Ability to identify and diagnose issues
• Proficiency in MS Office Professional (All Flavours)
• Operational Systems knowledge (Windows, Vista, etc.)
• High level of technical ability, investigation, and problem-solving skills
• Ability to work across functions and reporting lines to drive and achieve results

Desirable Competencies

• MS Office 365
• Windows 11 Desktop OS
• MS Outlook / Exchange
• Good understanding of TCP/IP/DHCP/DNS Networks
• Corporate Mobile Devices BYOD
• O365 Mobile Suite
• VDI (Virtual Desktop Infrastructure)
• Active Directory
• MS SCCM Helpdesk / Call Management system

Pay

Salary Range: $29,000 - $30,000 per year