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Service Desk Engineer

Company: InfiCare Technologies
Location: Plymouth
Posted on: June 5, 2024

Job Description:

Job Title:- Service desk engineer Location:- Plymouth MA (Onsite) Job Type:- C2H NOTE:: It's a customer support requirement. We need someone good on Service now ticketing, Perl scription, Phone command, PC troubleshooting.

  • Service Desk for US Client.
  • 2-4 years of Phone/Customer support experience Mandatory with excellent communication skills.
  • 5+ years of Windows Technical Service desk experience is necessary.
  • knowledge Windows 10, 2019.
  • Knowledge in windows buildout
  • knowledge with the following: Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM etc.,
  • ITSM ticketing tools such as Ivanti, ServiceNow etc.,
  • User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,
  • Remote desktop connectivity applications, Windows end point support
  • MS Office Suite and application support
  • Web Application, VPN knowledge
  • Administer and provide User account provisioning.
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions.
  • Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
  • Responsible for installing desktop applications and software
  • Work experience with SCCM patch deployments and SCOM monitoring tools
  • knowledge of scripting.
  • Highly self-motivated with keen attention to detail Here's how you'll contribute:
    • Support for laptop, desktops, and printers-L1.5 level
    • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users
    • Route problems to internal 3rd level IT support staff.
    • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. How we'd like you to lead: Take part in and host regular knowledge sharing sessions, mentor more junior members of the team and support the continuous development of our practice. We also want you to:
      • Ticket Management
      • Customer Satisfaction
      • First Call Resolution
      • Create SOP and Knowledge Base articles for top call generators. Educational requirement:
        • Graduate and preferably BCA or any other Technical Field.
        • Excellent Communication Skills (Written/Verbal)
        • Exceptional customer service orientation
        • Excellent communication skills, both written and verbal
        • Disciplined, systematic problem-solving skills required.

Keywords: InfiCare Technologies, Plymouth , Service Desk Engineer, Engineering , Plymouth, Massachusetts

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