Desk Side Support Engineer Level

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.

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