Service Desk Engineer

Job Description

Language: (English & German)

• Excellent verbal and written communication is a must.
• Meet established service level metrics for call response, technical support, and customer service.
• Provide Help Desk support for End users and Level 1 Support for IT Infrastructure and Applications.
• Log Incidents/call tickets into Service Now, monitor incoming customer ticket queues for assignment, follow-up, and resolution.
• Use remote tools such as Dame Ware / BOMGAR to troubleshoot and resolve end users laptops, desktops, mobile devices (Apple iPad / iPhone, Android Phones, Blackberry devices, and other mobile smartphones).
• Follow and complete Help Desk opening and closing checklists.
• Research and update Knowledge Base for solutions that can be used to provide the first-contact resolution.
• Perform installation/ troubleshooting / configuring of MS Outlook Client, MS Office Applications software, Antivirus Software, etc.
• Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner.
• Perform in-depth troubleshooting of desktop/ laptop computers, printers, and other directly attached peripherals to identify issues.
• Provide / Assist users with basic Level 1 troubleshooting of Business Applications, Share Point Portals, Active Directory, MS Exchange Email, Blackberry, File Server, Print Server, MS Lync, etc.
• Provide basic troubleshooting for Networks (LAN, Wireless LAN), User desktop Telephones etc.

Skills:

• Excellent verbal and written communication is a must. Should have very good phone etiquette.
• Previous experience providing remote Help Desk / Service Desk support (this is a must).
• Good customer care skills and a good attitude is a must.
• Should have previous working experience in the following:
• Desktops / Laptops / Peripheral Devices (Printers/scanners, etc.)MS Windows XP / Windows 7 Desktop Operating System.
• MS Office Applications – MS Outlook Client Installation, setup, and troubleshooting including PST Files.Antivirus Software.
• Basic Troubleshooting skills in networks: LAN, Wireless LAN, Video Conferencing, Audio Conferencing. Mobile Devices (Tablets and Phones): Apple, Android, Microsoft, Blackberry.
• Active Directory – User Account Management End User Laptop / Desktop – Image configuration and software patch update.
• Virtual Desktops (VDI).Basic Applications Support: Based on Standard Operating Procedures (SOPs).
• Experience using a ticketing system (BMC Remedy or Service Now)
• ITIL v3 Certification is a plus