-
ID
#17753952 -
Job type
Permanent -
Salary
$60000.00 - $65000.00 per annum -
Source
GDH -
Date
2021-08-03 -
Deadline
2021-10-02
Service Desk Engineer (Tier 2)
Texas, Frisco, 75034 Frisco USAPermanent
Vacancy expired!
- 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
- 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
Vacancy expired!
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