Service Desk Engineer
Core
Support a diverse user base by maintaining reliable IT systems and resolving technical issues efficiently through remote assistance.
Role type
Service Desk Engineer
Builds
Desktop and laptop environments, peripherals, mobile devices, user accounts, and basic server support
Domain
IT Support / Helpdesk
Required skills
Desktop and laptop troubleshooting, Windows 10 support, Microsoft Office 2016 support, Remote access systems, Ticketing platforms, User account management, Basic networking concepts, Basic server troubleshooting, Hardware configuration, Preventive maintenance
Preferred skills
None stated
Technologies
Windows 10, Microsoft Office 2016, ServiceFirst
Responsibilities
Identify, investigate, and resolve complex technical issues reported by users; Provide remote technical assistance to maintain user productivity and system uptime; Manage multiple customer accounts, tickets, and user requests while prioritizing work according to service-level agreements (SLAs); Configure, install, maintain, and troubleshoot desktop computers, laptops, mobile devices, printers, and other authorized peripherals; Upgrade, support, and troubleshoot Windows 10, Microsoft Office 2016, and other approved desktop applications; Set up and troubleshoot domains, user accounts, software accounts, user profiles, and access policies; Perform preventive maintenance and remedial repairs on computers, laptops, printers, and related equipment; Diagnose basic network and server-related incidents, understand the existing IT infrastructure, and initiate system or server updates when required; Coordinate with external resources and vendors to ensure effective and timely issue resolution; Evaluate new product versions and recommend appropriate upgrade schedules; Support the development and implementation of new IT projects and hardware installations; Ensure that hardware and software configurations comply with customer requirements and applicable license agreements.