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  • ID
    #17753952
  • Job type
    Permanent
  • Salary
    $60000.00 - $65000.00 per annum
  • Source
    GDH
  • Date
    2021-08-03
  • Deadline
    2021-10-02
 
Permanent

Vacancy expired!

Service Desk Engineer (Tier 2)

Job Description:

Service Desk is the first communication clients have for obtaining technical support. The Service Desk Engineer (SDE) is responsible for providing reactive remote support for clients that rely on IT to perform their jobs. SDEs must quickly respond and resolve varying Desktop, Network, and Server Support issues. SDEs must work within the reactive services framework of the Service Desk Department. This established framework defines reactive services methodology and processes, along with customer service communication and performance standards.

Requirements

  • Provide remote end user support for managed services clients.
  • Respond to service requests, incidents and problems received via phone, email, chat or client portal
  • Prioritize tickets based on client and severity (business impact). Set expectations with great communication and empathy to create an excellent client experience.
  • Take direction from the CSR/Service Desk Coordinator relative to priority and service escalations and quickly respond to overflow service desk calls.
  • Effectively escalate urgent service issues to the CSR/Service Desk Coordinator and service team members
  • Properly identify and assign tickets to the appropriate board based on the request type
  • Provide real time ticket updates to clients in PSA Software, manage assigned tickets and schedules with documented service work and time.
  • Report daily KPI's including # of tickets closed and meet daily targets
  • Assist with onsite visits and MACD's as needed
  • Continual identification, support and implementation of Process/Change Management
  • Create and maintain technical documentation, process and knowledge base content
  • Become increasingly proficient with Remote Monitoring and Management (RMM) tools and use of scripting and automation for rapid, efficient issue resolution
  • Participate in on-call rotation for after-hours emergency support

Resolve all Tier II Incidents including:

    • Desktop Moves Adds Changes Decommissions (MACDs) including creation and deployment of new images.
    • Ongoing management of Office 365
    • Network issues including Domain Access, VPN, LAN/WAN/WLAN and device issues
    • Desktop support and user device incidents
    • Server support issues including AD and Group Policy
    • Vendor Management including application support, print, and phone system triage
    • Access control and security incident response and remediation

Interested candidates please send resume in Word format to kwilkins@gdhinc.com Please reference job code 78247 when responding to this ad.

GDH Consulting, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.

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