Deskside Support Engineer II
Core
Escalation point for technical issues affecting employees and infrastructure, diagnosing and resolving incidents via telephone, chat, email, or walk-ins.
Role type
Deskside Support Engineer
Builds
IT support services for internal employees
Domain
Enterprise IT Support
Deliverable
client delivery
Required skills
Basic networking concepts (DHCP, DNS, TCP/IP, VPN), Incident management, Change management, Hardware troubleshooting, Software troubleshooting, Root cause analysis, ITIL framework knowledge, Ticket routing
Preferred skills
Process development, Technical documentation
Technologies
Outlook, Operating systems, Printers, Antivirus, WebEx, Software Assignment, Software Center Configuration Manager, RSA
Responsibilities
Diagnose, prioritize, troubleshoot and resolve incidents; Identify and escalate tickets requiring urgent attention; Log contacts and document activities; Dealing with and resolving helpdesk requests; Generate and process trouble tickets; Assist with process development and improvement; Ensure SLAs are met
Seniority
Individual Contributor
