Service Desk Engineer Level 1 Support
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Job Location:
San Jose, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Service Desk Engineer - L1 Support
Job Title:L1 Service Desk Engineer.
Location:San Jose CA
Reports To:Service Desk Shift Lead.
Job Overview:
The L1 Service Desk Engineer is the first point of contact for end-users seeking technical assistance. This role involves providing support and troubleshooting over voice chat and email including password resets software installations and resolving software issues. The ideal candidate should have excellent communication skills a strong understanding of computer systems and the ability to work under pressure.
Key Responsibilities:
Log categorize and prioritize incoming incidents and service requests via phone email and chat.
Provide first-level support for basic technical assistance including password resets software installations etc.
Maintain clear and concise communication with end-users keeping them informed of the status of their requests.
Escalate unresolved issues to L2 or appropriate teams within expected timeframe.
Document/Update the solutions and knowledge base articles for future reference (5 documents per week).
Ensure all tickets are resolved within the agreed SLA (Service Level Agreement) and timely follow up with users to ensure satisfaction.
Ensure compliance tickets are being addressed on priority and are resolved within 5 working days.
Hands-on experience on One Drive Intune Teams and O365 applications.
Experienced in MAC OS X Mojave High Sierra and Catalina.
Deploying remote installation software.
Basic knowledge of SCCM
Good Knowledge of VPN and Network devices.
Qualifications and Required Skills:
Bachelors degree in computer science Information Technology or related field IT-related certifications (e.g. CompTIA A) are a plus.
0-2 years of experience in a technical support role.
Strong verbal and written communication skills.
Excellent Customer handling skills.
Excellent problem-solving skills.
PC support a basic understanding of networks good knowledge of MS suite of products like MS Office Outlook etc.
Basic understanding of Windows and Mac OS.
Comfortable to work in 24/7 environment motivated to work in a fast-paced environment and handle multiple tasks simultaneously.
Good understanding of operational frameworks like ITIL and operations processes.
Job Title:L1 Service Desk Engineer.
Location:San Jose CA
Reports To:Service Desk Shift Lead.
Job Overview:
The L1 Service Desk Engineer is the first point of contact for end-users seeking technical assistance. This role involves providing support and troubleshooting over voice chat and email including password resets software installations and resolving software issues. The ideal candidate should have excellent communication skills a strong understanding of computer systems and the ability to work under pressure.
Key Responsibilities:
Log categorize and prioritize incoming incidents and service requests via phone email and chat.
Provide first-level support for basic technical assistance including password resets software installations etc.
Maintain clear and concise communication with end-users keeping them informed of the status of their requests.
Escalate unresolved issues to L2 or appropriate teams within expected timeframe.
Document/Update the solutions and knowledge base articles for future reference (5 documents per week).
Ensure all tickets are resolved within the agreed SLA (Service Level Agreement) and timely follow up with users to ensure satisfaction.
Ensure compliance tickets are being addressed on priority and are resolved within 5 working days.
Hands-on experience on One Drive Intune Teams and O365 applications.
Experienced in MAC OS X Mojave High Sierra and Catalina.
Deploying remote installation software.
Basic knowledge of SCCM
Good Knowledge of VPN and Network devices.
Qualifications and Required Skills:
Bachelors degree in computer science Information Technology or related field IT-related certifications (e.g. CompTIA A) are a plus.
0-2 years of experience in a technical support role.
Strong verbal and written communication skills.
Excellent Customer handling skills.
Excellent problem-solving skills.
PC support a basic understanding of networks good knowledge of MS suite of products like MS Office Outlook etc.
Basic understanding of Windows and Mac OS.
Comfortable to work in 24/7 environment motivated to work in a fast-paced environment and handle multiple tasks simultaneously.
Good understanding of operational frameworks like ITIL and operations processes.
Required Skills:
VPNSCCMITIL
Key Skills
- Cluster
- IT
- B2C
- Key Account
- AutoCAD Drafting
