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Service Desk Engineer

Role Purpose

This position will perform specific IT assistance and remote troubleshooting for specific IT systems and services of the supported customers. Track issues within a software ticketing, and resolve or route calls/tickets as necessary, whilst providing excellent customer service. Acts as the first and single point of contact for customer users, providing solutions for Level 0+/1 incidents and requests. Escalates the ticket to the upper technical levels, based on the complexity of the issue to obtain the resolution.

What will you do:

The Service Desk Engineer will support and will manage the Customer’s Active Directory application and infrastructure system by providing
Will provides a service to support the Customers Operating systems (e.g. Win 7&10) within the physical and virtual environments.
Will provide support and will manage the Customer’s Microsoft Office applications
May support and manage the Customer’s Office 365.
Will provide support and will manage the Customer’s Microsoft Outlock, internet browser applications, printers & print system
The Service Desk Engineer will be responsible for installing and deploying application to the Customer’s infrastructure and users
Will provide support and will manage the Customer’s folders and shared files (folder management)
Will provide support for the agile working within Customer’s environment. (Citrix, VPN, MFA)
Will provide support for the management of the Customer’s virtual private networks, mobile telephony service, mobile devices / Intune MDM, Oracle application (HR Portal)
Will be responsible for the Customer’s security • Will provide support on CMS Document System – Imanage Filesite (all versions) both on local machines and backend • Will provide support on external sharing services (SFTP , GOODSYNC, EXTRANET)

What you need to own:

Basic hardware Knowledge (e.g. cable management, computer components, remote control assistance) (CCENT)
BS/MS degree in Computer Science, Engineering or equivalent certified education
Microsoft Office Suite skills, especially in World, Outlook and Excel • Good knowldege of phone & online support and preventive maintenance
Good communication skills and ability to integrate and work in a team
Desire for continuous learning, an analytical mind and a positive attitude
Results-orientation and focus on meeting deliverable timelines
Fluency in English What would be nice for you to know and have
Provide support for Bespoke applications, Antiviruses, Points of Sale, Cash Registers and Video Conferencing Systems (among others)
3rd Part Management / Suppliers / Consumables knowledge in any of the tehnical areas (HP,Netapp,Citrix)
Knowledge of configuration and support of Microsoft Windows Operating Systems ( Windows 7 &10, Android, iOS)
Certifications in any of the technology areas (MTA, MCSA, CompTia IT Fundamentals)
Customer-oriented and problem-solving attitude
Certified in ITIL Fundation

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