Service Desk Engineer

The ServiceDesk Engineer will be responsible for supporting Constant Contact s end user computing systems. As an important member of a small team in a fast-paced environment, this role will require both strong intellectual agility and hands-on technical skill.

This position will work in the IT End Users Services Department and be involved with assisting in configuring laptops, provisioning user access in various applications and work on break/fix user reported issues.

Responsibilities

• Identify, log and resolve technical problems with software applications or user systems in a ticketing tool
• Participate in office expansion projects and help with desk setup post office move and ensure network connectivity is maintained for office desk and labs
• Work closely with the sysadmin and infrastructure teams to troubleshoot more complex issues
• Provide Mac and iOS support, while working on MDM software.
• While working within the ticketing system, ensure that work is carried out within agreed service levels and in accordance with guidelines
• Provide positive customer experiences when working with users
• Building, implementing, maintaining and administering end user compute devices and related computing environments including systems software, applications software, hardware, and configurations
• Using innovative methods and technologies to identify and solve problems related to performance, reliability and availability of systems
• Duties will include troubleshooting and repairs of Windows, Mac OSs, Google Suite products including email and calendar issues, a variety of 3rd party software applications, hardware issues, laptop parts replacement, Apple iOS devices support, imaging, data wiping, asset control, and detailed ticket documentation
• Provides advice and guidance to colleagues regarding incidents, requests and tasks

Requirements

• 2-5 years of experience
• Excellent Windows, Mac, and Google Suite troubleshooting skills, as well as hardware troubleshooting skills
• Must be curious, eager, open to learning, and independent
• Great with people and customer focus
• Excellent attention to detail, soft skills, multi-tasking skills, ticket management/documentation skills, written and verbal communication skills required
• Hands-on experience with Windows/Mac OS environments
• Ability to create and maintain internal and external knowledge articles, support documents including SOPs, and technical configuration documents
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.