Job Summary

We are seeking a highly motivated and customer-focused Service Desk Support Engineer with 3-4 years of experience to join our IT team. You will be the first point of contact for end-users experiencing technical issues, providing timely and effective support.

This role requires excellent communication skills, strong technical aptitude, and a passion for helping others. You will troubleshoot problems, escalate issues as needed, and contribute to a positive user experience.

Key Responsibilities

• Incident Management : Receive, log, and categorize incoming support requests (phone, email, chat, self-service portal). Prioritize incidents based on severity and impact.
• Troubleshooting & Resolution : Diagnose and resolve technical issues related to hardware, software, network connectivity, and applications. Provide first-level support and attempt to resolve incidents at the initial contact.
• Escalation : Escalate complex or unresolved issues to appropriate second-level support teams, providing detailed information about the problem and troubleshooting steps taken.
• Knowledge Base Management : Contribute to the knowledge base by documenting solutions, troubleshooting steps, and FAQs. Keep the knowledge base up-to-date and accurate.
• Customer Service : Provide excellent customer service to end-users, ensuring clear communication, empathy, and professionalism. Maintain a positive and helpful attitude.
• Ticket Management : Manage and track support tickets using a ticketing system, ensuring timely updates and resolution.
• Communication : Keep end-users informed about the status of their requests, providing regular updates and estimated resolution times.
• Problem Management : Identify and report recurring problems, contributing to problem management efforts to prevent future incidents.
• Hardware & Software Support : Provide support for desktops, laptops, mobile devices, printers, and other hardware.
• Troubleshoot software installations, configurations, and usage issues.
• Network Support : Assist with basic network troubleshooting, including connectivity problems, VPN issues, and Wi-Fi access.
• Application Support : Provide support for various software applications used by the organization.
• Documentation : Maintain accurate records of support activities, including incident details, troubleshooting steps, and resolutions.
  
  

Required Technical Skills

• Operating Systems : Strong knowledge of Windows and/or macOS operating systems.
• Hardware & Software : Experience troubleshooting hardware and software issues.
• Networking : Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Ticketing Systems : Experience using ticketing systems (i.e., ServiceNow, Jira Service Desk).
• Remote Support Tools : Familiarity with remote support tools (i.e., TeamViewer, AnyDesk).
• Microsoft Office Suite : Proficiency in Microsoft Office Suite applications.
  
  

Preferred Skills

• IT Certifications : Relevant IT certifications (i.e., CompTIA A+, Microsoft Certified Professional).
• Scripting : Basic scripting skills (i.e., PowerShell, Bash).
• Cloud Computing : Familiarity with cloud-based services (i.e., Microsoft Azure, AWS).
• Active Directory : Basic understanding of Active Directory administration.
  
  

Required Experience & Qualifications

• Experience : 3-4 years of experience in a service desk or technical support role.
  
  

Education : Bachelor's degree in Computer Science, Information Technology, or related field preferred, or equivalent experience.

Personal Attributes

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Customer-focused and empathetic.
• Ability to work effectively in a team environment.
• Detail-oriented and organized.
• Ability to multitask and prioritize effectively.
• Proactive and self-motivated
  
  

(ref:hirist.tech)