Desk Side Support Engineer Level 2
Desk Side Support Engineer Level 2
Posted on :
13-04-2025
Employer Active
1 Vacancy
The job posting is outdated and position may be filled
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
Overview
Responsibilities
Work Experience: More than 24 months
- Field incoming help requests from end users via both telephone and work orders in a courteous manner
- Document all pertinent end user identification information including name department contact information and nature of problem or issue
- Build rapport and elicit problem details from help desk customers
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
- Record track and document the help desk request problemsolving process including all successful and unsuccessful decisions made and actions taken through to the final resolution
Other skills:
- Ability to advise and to present to one or more customer staff.
- Monitor and control daily service call activity utilization inventory levels and service levels.
- Exceptional customer service
- Advanced knowledge in Customer Service Aptitude
- Resolving technical problems with hardware software and connectivity.
- Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
- Participate in the configuration and support of internal systems.
- Ability to work effectively with Logistics
- Adherence to assigned schedule
- Adhering to documented policies procedures and processes for nsc that are specific to the service.
- Clear and concise documentation of all customer interaction within appropriate CRM tool.
- Able to function in a team environment
- Maintain knowledge levels as industry enhancements occur
- Support installation and implementation of connectivity and highend systems products
- Continuous improvement of service delivery.
Qualifications
Sound knowledge of:
- Advanced knowledge in Computer Hardware
- Advanced knowledge in Common Software applications
- Advanced knowledge in Microsoft Operating system
- Proficient knowledge in Printer Hardware
- Proficient knowledge in configuring and troubleshooting networking wireless and VPN features of enduser devices
- Proficient knowledge in Ticketing software
- Microsoft Office & Office 365 applications
- PCLaptop hardware
- PCLaptop peripherals including printers
- Mobile devices
Awareness of;
- Active Directory
- Exchange
- Apple OS
- Network and server hardware and components
IT qualifications may include:
- A Certification; Baseline OEM Certifications which include any of the following depending on assignment: Dell Desktop/Laptop HP Desktop/Laptop/Printer Lenovo Desktop/Laptop Lexmark Printer IBM Printer Server
- PCLaptop OEM Maintenance Certification
- CompTIA A Certification
- Microsoft Certified IT Professional (MCITP) certification in desktop area
- Microsoft Office Specialist (MOS) certification
Employment Type
Full-Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
