Service Desk Engineer
Core
Provide L1-L3 IT support and technical consulting to clients and internal staff across managed services practices.
Role type
Service Desk Engineer (L1-L3 support)
Builds
IT support services, user administration, and small-scale process improvement projects
Domain
Managed IT Services / Professional Services
Deliverable
client delivery
Required skills
L1-L3 IT support, Office 365, Azure AD, core networking, on-premises/cloud/hybrid server environments, Windows/Mac desktop support
Preferred skills
Managed services environment experience, project implementation
Technologies
Office 365, Azure AD, Exchange, SharePoint, Teams
Responsibilities
Respond to and resolve incoming IT queries via email, phone, or onsite; assess, triage, and research incidents and requests; consult with customers on appropriate solutions; ensure tickets are cleared within SLA; diagnose and troubleshoot technical issues including account setup and network configuration; analyze root causes of major incidents and implement preventive solutions; participate in rotating on-call roster for 24x7 coverage
Seniority
Mid-level, hands-on IC