Service Desk Engineer

About the role : Service Desk Engineers work as part of our Technical Engineering Center (TEC) in providing remote technical support to Dataprise customers in a 24X7X365 environment. In this position, you’ll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount!

What you'll do :

• Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, chat to ensure courteous, timely, and effective resolution of end-user issues.
• Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.
• Record, track, and document the service desk incident within the Service Desk application.
• Collaborate with other members of the team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed.
• Provide first-tier support to end users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, or basic application and hardware troubleshooting.
• Add users, remove users, reset passwords, and change folder permissions.
• Basic understanding of how IP addresses, subnet masks, gateways, and DNS addresses work.
• Utilize remote access solution and support on a variety of topics including VPN clients, Terminal Services, and Citrix.
• Troubleshoot issues utilizing the latest versions of the following technologies : Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, and Microsoft Office Applications.

What skills and experience you'll need :