Service Desk Support Engineer

  • location: Carmel, IN
  • type: Temp to Perm
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job description

Service Desk Support Engineer

job summary:
Company is looking for a Support Engineer who will identify, log, research and attempt to resolve technical problems or requests on first contact. You will respond to phone calls, email and web form requests for technical support, monitors incidents or requests to ensure a timely resolution, and bring knowledge of commonly-used concepts, practices, and procedures of the help desk industry. You will be the first line technical support to company's employees on a variety of IT applications and systems.

Key Responsibilities:

  • Provide remote technical support to all internal employees.
  • Receive and log all phone calls, emails and web forms within the service desk tracking system and attempt to resolve incidents or requests on first contact when possible prior to escalating to Tier II Support Teams.
  • Monitor and respond to support calls within required SLA.
  • Evaluate issues by interpreting end-user's problem descriptions to determine resolution or best course of action.
  • Identify problem trends and report to supervisor for further analysis.
  • Shift rotation may be required to provide coverage 365/24/7 to support IT related issues.
Key Skills & Experience:

  • 2+ years' experience in a customer service oriented, IT service desk environment.
  • Ability to resolve issues over the phone utilizing remote control tools.
  • Good knowledge and experience in hardware, software, operating systems, networking, remote connectivity and desktop.
  • Ability to learn effectively and retain information
  • Ability to understand and follow written and oral instructions.
  • Organize and manage multiple tasks and priorities.
  • Establish and maintain effective working relationships with those contacted in the course of work. Communicate clearly and concisely, both orally and in writing.
  • Maintain confidentiality of information
  • Communicate effectively with the more difficult customers
  • Strong people management skills
  • Ability to work in a stressful and challenging environment
  • Good knowledge and experience with Windows, Microsoft Business Products, Internet Usage, and Microsoft Outlook/Exchange (email)
 
location: Carmel, Indiana
job type: Contract
work hours: 8am to 5pm
education: No Degree Required
 
responsibilities:
Key Responsibilities:

  • Provide remote technical support to all internal employees.
  • Receive and log all phone calls, emails and web forms within the service desk tracking system and attempt to resolve incidents or requests on first contact when possible prior to escalating to Tier II Support Teams.
  • Monitor and respond to support calls within required SLA.
  • Evaluate issues by interpreting end-user's problem descriptions to determine resolution or best course of action.
  • Identify problem trends and report to supervisor for further analysis.
  • Shift rotation may be required to provide coverage 365/24/7 to support IT related issues.
 
qualifications:
Key Experience:

  • 2+ years' experience in a customer service oriented, IT service desk environment.
 
skills:

Key Skills:

  • Ability to resolve issues over the phone utilizing remote control tools.
  • Good knowledge and experience in hardware, software, operating systems, networking, remote connectivity and desktop.
  • Ability to learn effectively and retain information
  • Ability to understand and follow written and oral instructions.
  • Organize and manage multiple tasks and priorities.
  • Establish and maintain effective working relationships with those contacted in the course of work. Communicate clearly and concisely, both orally and in writing.
  • Maintain confidentiality of information
  • Communicate effectively with the more difficult customers
  • Strong people management skills
  • Ability to work in a stressful and challenging environment
  • Good knowledge and experience with Windows, Microsoft Business Products, Internet Usage, and Microsoft Outlook/Exchange (email)

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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