Service Desk L1 Engineer

Service Desk L1 Engineer

Location:

Cleveland, OH

The ideal candidate must have hands on experience of resolving technical issues over the phone, chat, and emails.

Responsibilities:

• Handling all the inbound calls, chat, and emails in service desk
• Managing tickets that L1 engineers need assistance
• Handling basic L1 queries from end users
• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
• Diagnosing and quickly resolving a wide range of Windows applications issues
• Good troubleshooting knowledge on internet and VPN issues
• When the restoration is beyond the scope of the support, escalate the issue to the appropriate resolver group using IT Ticketing System
• Install, upgrade support, and troubleshoot for printers related computer hardware
• Knowledge of Citrix and VPN
• Customize and configure desktop hardware to meet specifications and business standards
• Email account administration (account creation and management and distribution lists on Office 365)
• Robust queue management ability
• User account administration (account creation and management and password resets on Active Directory)
• Familiarize end users on basic software, hardware, and peripheral device operation and solve basic queries
• Take ownership and responsibility of queries, issues, and problems and document it in the ITSM Tool
• Basic knowledge of Networking, Virtualization, Mac OS, Web Based and Installable applications
• Good understanding of computer systems, mobile devices, and other tech products
• Efficiently manage technical escalations
• Good knowledge on Incident Management
• Strong ability to quickly coordinate MIM tickets by engaging relevant resolver teams
• Provide OnCall support at times when required

Customer Focus:

• Providing timely and accurate resolution of technical issues experienced by the Users
• Excellent communication skills
• Must be able to demonstrate a customer first approach to support
• Identify and escalate severe issues which could cause production impact
• Natural aptitude for troubleshooting problem solving
• Have solid experience in a helpdesk or technical support environment
• Excellent skills on managing queues in service desk

Technical Skillset Good to Know:

• Active Directory
• Citrix
• O365
• Microsoft Windows
• Mobile Operating Systems Android/iOS
• Share Point
• Knowledge of Laptop/Desktop/Tablet issues
• VPN Troubleshooting
• Mobile Device Management
• Excel Reporting
• Hands on experience working in ITSM tools like Service Now Remedy etc

Skills:

• Mandatory
  
  Skills:
  
  Jira Service Desk, Servicedesk, Windows Server

Disclaimer: E-Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply.