February 12, 2021

Service Desk Engineer

  • Provides first-line support via different channels such as phone, chat and/or email
  • Provides remote support for client technologies including, but not limited to the following: o Desktop Clients Windows/Mac OS o Microsoft applications o Business applications (Adobe, Salesforce, Zoom, etc.)
  • Learns and executes playbooks as well as established operating procedures to complete service requests within SLO
  • Meets business objectives and team targets defined by SLA and performance scorecard
  • Handles escalation and coordination process to other service teams as necessary
  • Identifies technical/process opportunities to eliminate toil through automation and optimization
  • Proactively contributes to the enrichment of both internal and external knowledge base content
  • Creates communication materials for newsletters to drive user awareness
  • Drives positive user experience by providing a great customer experience
  • Initiates and/or works on projects as assigned
Desired Experience and Skills
  • Preferably with at least two years of experience working in IT or a technical support-related field
  • Knowledgeable and with hands-on experience in supporting the following key technologies: o Microsoft Office applications, Active Directory, Microsoft Exchange, Microsoft WSUS/SCCM, Microsoft 365, Microsoft SharePoint, Microsoft OneDrive, Microsoft MS Teams o Microsoft Windows Server o Windows 10 Enterprise, Mac, iOS, and Android
  • Good exposure to and awareness in foundational concepts for VPN, DNS, SSL, and SMTP
  • Self-motivated, well organized, and has great customer service mindset/skills
  • Excellent oral and written communication skills in English
  • Has the ability to adapt to a fast-paced/changing environment
  • Possesses a strong sense of urgency and accountability
  • Passionate about learning new technologies and ways of doing things
  • A team player who is able to do cross-team collaboration and communication
  • Solution integration, tools development and programming (PHP, Python, PowerShell)
  • Procurement and vendor management
  • Familiarity with project management concept and execution