Desk Side Support Engineer Level 1

Responsibilities

Work Experience: More than 12 months

• Field incoming help requests from end users via both telephone and work orders in a courteous manner

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

• Build rapport and elicit problem details from help desk customers

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution Other skills:

• Ability to advise and to present to one or more customer staff.

• Monitor and control daily service call activity, utilization, inventory levels and service levels.

• Exceptional customer service

• Advanced knowledge in Customer Service Aptitude

• Resolving technical problems with hardware, software and connectivity.

• Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve

• Participate in the configuration and support of internal systems.

• Ability to work effectively with Logistics

• Adherence to assigned schedule

• Adhering to documented policies, procedures and processes for nsc that are specific to the service.

• Clear and concise documentation of all customer interaction within appropriate CRM tool.

• Able to function in a team environment

• Maintain knowledge levels as industry enhancements occur

• Support installation and implementation of connectivity and high-end systems products

• Continuous improvement of service delivery. Qualifications Sound knowledge of:

• Advanced knowledge in Computer Hardware

• Advanced knowledge in Common Software applications

• Advanced knowledge in Microsoft Operating system

• Proficient knowledge in Printer Hardware

• Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices

• Proficient knowledge in Ticketing software

• Microsoft Office & Office 365 applications

• PC\Laptop hardware

• PC\Laptop peripherals, including printers

• Mobile devices Awareness of;

• Active Directory

• Exchange

• Apple OS

• Network and server hardware and components IT qualifications may include:

• A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +

• PC\Laptop OEM Maintenance Certification

• CompTIA A+ Certification

• Microsoft Certified IT Professional (MCITP) certification in desktop area

• Microsoft Office Specialist (MOS) certification

Industry, Computerhardware, Network, Hardware, Continuous Improvement, CRM, CRM, Customer Service, Service, Logistics, Maintenance, Mobile devices, Support, Systemen, Technician, Tool, VPN, IT