JOB DESCRIPTION
Summary/Objective
The On-Site Service Desk Engineer is an engineer role responsible for providing technical support and desk-side assistance to our client end users. You will be responsible for receiving user inquiries and issues in the form of service tickets and in-person requests using your expertise to determine the root cause of incidents. You will install, configure, troubleshoot, diagnose, and resolve issues with PC’s, laptops, mobile devices, network connectivity, printers, and other peripheral devices.
Goal
Foster client relationships by delivering services that exceed client expectations.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Self-motivated with the ability to work in a corporate environment.
Demonstrates ability to work independently.
Utilize remote access desktop software to assist users.
Resolve general desktop issues related to lockups, account access, general configuration performance, files recovery and profile issues.
Work with hardware and software vendors to facilitate vendor related, warranty, and “3rd party maintenance” issue resolutions.
Troubleshoot desktop, monitor, general printer and other peripheral and device related hardware issues.
Install, troubleshoot, and repair general MS Windows and PC based line-of-business application, networking and integration.
Troubleshoot basic network issues including internet, browser, physical connections, wireless, network devices, and general connectivity issues.
Ensure that client issues are solved in a timely fashion and service level expectations are met by escalating assigned tickets according to the established escalation policy.
Follow established procedure for ordering desktop and peripheral parts and replacements requested by the client.
Demonstrates the ability to collaborate with colleagues remotely to troubleshoot and resolve issues as they arise.
Create and maintain client network map.
Ensure security/technical risks are identified, communicated, and mitigated.
Update service tickets to reflect appropriate statuses with thorough documentation of problems, analysis, and activity resolution.
Additional Duties and Responsibilities
Responsible for entering time and expenses.
Provide regular status updates on issues and activities to supervisor and team members as required.
Escalate support issues to Tier-II, Field Engineer, or Service Desk Manager as required.
Communicate progress of escalated issues to customers.
Document internal processes and procedures within internal knowledge base.
Maintain professional appearance and conduct.
Conduct day-to-day responsibilities with integrity and honesty.