Service Desk Support Engineer​​​​​​​

Fulltime

ارسال رزومه

Mission/ Core purpose of the Job: (Short description)
The Service Desk Support Engineer’s role is to ensure that the daily processes are done on time and with the highest quality. also is responsible for level 1 phone support handling an average of 20+ phone calls per shift. The Service Desk Support Engineer diagnoses inquiries and work requests as they relate to maintenance of personal computers and related systems, either resolves the client’s issue or escalates or refers the problem/ticket to the appropriate associate for resolution. Also, he provides outstanding client service and contributes to the organization’s mission of utilizing information technology to improve patient care.

Role Complexity
Install, Maintain IT Infrastructure (Server, Switches, Routers, Access Point ...)
Monitoring Infrastructure: Zabbix, PRTG , SolarWinds ,VeeamOne,…
Support ERP Software (Email, Call, Ticket)
Documentation
Resolve Users Issue (Email, Call, Ticket)
Assist in the development of short- and long-term plans for the Service Desk Systems.
Level 1 technology phone support for the Service Desk 
Provide technical assistance to end-users: support for incoming queries and issues related to computer systems, software, and hardware triage (remote into customers’ machines if necessary)
Keep all tickets up to date with steps take for troubleshooting how they were resolved
Follow up with end-users/customers to ensure issue resolution
Keep Team Lead/Manager apprised of trend in tickets that could potentially be a Major Incident and be aware of all Major Incidents and communications surrounding them
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ارسال رزومه​​​​​​​

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