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 :

• A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry.
• Stellar written / verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues.
• The ability to defuse potentially difficult situations with angry or unpleasant clients on a regular basis.
• Sound judgement and decision-making skills to be able to independently make decisions that affect customers without always being able to consult with a supervisor.
• The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment.
• The ability to perform a variety of duties, often changing from one task to another of a different nature.
• The ability to maintain concentration and focus in a collaborative, open work environment; working within close proximity to peers with varying noise levels and interruptions.
• A strong attention to detail so work is accurate and complete.
• The availability to work flexible hours, which may include night shifts and / or weekends.
• An Associate or Bachelor's Degree in Computer Science / Engineering or related field preferred
• Preferred Technical Certifications : CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional.