Service Desk Engineer

Role & responsibilities

Serve as the first point of contact for customers seeking technical assistance over the phone, remote connection software, chat, and email

Flexible, able to multitask, and prioritize reported issues

Provide a high level of customer service to users seeking problem resolution

Perform remote troubleshooting through diagnostic techniques and pertinent questions

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel

Record events and problems and their resolution in internal ticketing systems

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team

Understanding of end-user network troubleshooting tools and practices