Desktop Support Engineer

PurposeProvides first line support to customers resolving issues or escalating (to 2nd line support) within the agreed service level agreement.Work OverviewFirst response for desktop and cabling issues.Research and identify solutions to software and hardware issues.Diagnose and troubleshoot technical issues including account setup and network configuration.Works with servers and telephone systems.Refer to internal database or external resources to provide accurate tech solutions.Ensure all issues are accurately logged.Prioritize and manage several open issues at one time.Follow up with clients to ensure their IT systems are fully functional after troubleshooting.Troubleshoots independently aiming for first time resolution every time knowing when to escalte when required to ensure consistent work velocity.Provides detailed information on steps taken on all escalations.RequirementsProven work experience as a Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar role.Excellent problem-solving and communication skills.Hands on experience with Windows 7 thru 10 Windows Server and Mac operating systemsKnowledge of network security practicesAbility to provide step-by-step technical help both written and verbalMust be confident and socially adeptExperience with Microsoft Office SuiteMust be a fast and pro-active self-leanerMust have a positive and helpful attitude towards other colleagues and work in generalMust be able to handle pressure from time to time and always meet deadlinesAbility to travel and work after hours when necessaryMust have excellent time management prioritization scheduling and organization skills.Degree in Electronic and Computer Engineering or Computer Science.Certifications in Microsoft Linux Fortinet Cisco or similar technologies is a plus#J-18808-Ljbffr