Service Desk Engineer

Service desk analyst will work with local and global team to provide support for PC hardware / software, PC peripherals, Voice systems and business applications in Design Group.

Applies understanding and knowledge of information systems products and services to assist internal users. This role requires comprehensive knowledge of the subject matter and the ability to identify process improvements. This includes issue resolutions, knowledge sharing, PC repairs, and PC builds.

Education (Certification) & Experience:

• Any bachelor's degree in engineering preferred (BE) (CSE, IT, ECE, and EEE)
• CompTIA A+ Certification or a Microsoft MCP or MCSE or CCNA preferred (Added Advantage)
• Trained on Microsoft Office and Windows operating systems preferred.
• 3 -6 years of experience involving PC support in a corporate environment.

Responsibilities:

• Display leadership and exceptional customer service with the ability to help peers when needed.
• Accurately diagnose client requests and determine a course of action for resolution or escalation.
• Utilize KACE to support service desk environment and opportunity to lead KACE system management.
• Apply strong analytical skills to resolve issues.
• Identify automation and self-service options for IT to provide to customers
• Using strong writing ability to document and maintain the IT knowledge base.
• Provide customer-focused, clear communication.
• Work with minimal supervision with effective organizational and collaboration skills.
• Provide new user IT orientation.
• PC configuration/troubleshooting skills.
• Installation, configuration, and troubleshooting of operating systems and business tools like AutoCAD, Solidworks, Rockwell tools kit, etc.
• Ability to keep up with internal change and continuous improvement

Requirements:

• Ability to work with minimal supervision, effective organizational skills, and the ability to successfully execute multiple project responsibilities.
• Excellent communication and interpersonal skills.
• Strong analytical skills
• PC configuration/troubleshooting skills
• Installation, configuration, and troubleshooting of operating systems and business tools like AutoCAD, Solidworks, Rockwell tools kit, etc.
• Networking knowledge of LAN, WAN, and IP addressing
• Willing and able to travel as necessary to support additional offices as required, or for training, industry related seminars, forums, or conventions, etc.