Service Desk Engineer - Hybrid Set up

The Service Desk Engineer is responsible for providing Level 1 technical support and service dispatch to customers, both internal and external, across different practice areas. Service Desk Engineer provides Tier 1 support. Performs as the first point of escalation of IT infrastructure incidents that involve clients, customers, service providers, internal support and external vendors. The position provides organized triage communication, information and resolutions to customers who have issues pertaining to products and services of the company, as well as internal operations. SD understands software implementation and standard operating environment implementation.

DUTIES & RESPONSIBILITIES
Service Desk and Support
● Provides direct first level of support via telephone, email, web or any other means, such as:
o Answering RFIs
o App navigation
o Onsite and remote assistance
o Initial troubleshooting using the KB as reference
o Password resets and ticket routing
o Escalation to Level 2, 3 and principal when needed
● Monitors premium hours spent/ renewal of managed support and services.
● Receives, logs and updates incident reports and service requests; reports recurrence of incidents of the same nature.
● Tracks follow-ups and service deliveries of logged requests.
● Configures and maintains of service desk system; provides access management.
● Coordinates with principal partners and Technical Managers for L3 and L4 technical support and management of incidents.
● Interprets schematics to determine the best solution to incidents and requests for change