Service Desk Engineer

Summary

The job is for a Service Desk Engineer in a Technical Engineering Center (TEC), providing remote technical support to Dataprise customers. The role involves handling a variety of technical issues and requires excellent communication skills, ability to make decisions independently, and flexibility to work flexible hours including nights and weekends. The company offers benefits such as wellness programs, continuous learning opportunities, hybrid and remote work options, paid holidays, and a comprehensive benefits package.

Requirements

• A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry
• Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues
• The ability to control difficult conversations and manage client expectations
• Sound judgement and decision-making skills to be able to independently make decisions that affect customers without always being able to consult with a supervisor
• The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment
• The ability to perform a variety of duties, often changing from one task to another of a different nature
• The ability to maintain concentration and focus in a collaborative, open work environment; working within close proximity to peers with varying noise levels and interruptions
• A strong attention to detail so work is accurate and complete

Responsibilities

• Provide first contact support of incoming requests to the Service Desk via telephone, web portal, email, chat to ensure courteous, timely, and effective resolution of end-user issues
• Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way
• Record, track, and document the service desk incident within the Service Desk application
• Collaborate with other members of the team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed
• Provide first-tier support to end users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, or basic application and hardware troubleshooting

Preferred Qualifications

• The availability to work flexible hours, which may include night shifts and/or weekends
• An Associate or Bachelor's Degree in Computer Science/Engineering or related field preferred
• Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional

Benefits

• Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities
• Continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees
• Hybrid and remote work options
• 10 paid holidays and 3-5 weeks of flexible PTO per year
• Top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits
• Company-paid Employee Assistance Program (EAP)
• 401(k) with company match