As a Service Desk Engineer your primary role is to deliver exceptional service to our customers. You will be responsible for taking ownership of customers technical issues and resolving them in a timely manner. This role is suited to an experienced Level 2 Service Desk Engineer with 3 years’ experience working directly with clients.
As a Service Desk Engineer your primary role is to deliver exceptional service to our customers. You will be responsible for taking ownership of customers technical issues and resolving them in a timely manner. This role is suited to an experienced Level 2 Service Desk Engineer with 3 years’ experience working directly with clients.
Responsibilities:
First line and escalated technical support (via telephone and email) of Microsoft and Fortinet environments. Helpdesk ticket queue SLA management. Create customer walkthrough guides and internal Knowledge Base articles. Microsoft 365 user management including Intune, Microsoft Security hardening, SharePoint & Teams administration. Troubleshooting & provisioning computers and network devices About you: You have exceptional communication skills both written and verbal and understand the critical importance of empathy (and EQ). You have ability to think clearly under high pressure situations. You have excellent problem-solving skills. You’re great at re-prioritizing based on escalations. You’re a continual learner who enjoys improving your skills and gaining certifications. You’re a self-starter, who is driven, resourceful, and enjoys challenges. You’re comfortable working remotely full-timeSkills and Qualifications:
Your Technical skills and experience: You have recent experience troubleshooting and administering the following technologies. Microsoft 365 user management including SharePoint and Teams. Microsoft Activity Directory and Azure Active Directory. Microsoft Intune and Endpoint Manager is desirable. Qualifications and Experience (desirable): Previous experience in an MSP is highly desirable. 3+ years in a client-face role. 3+ years’ experience as Service Desk or Technical Support Engineer. Must have 2 (or more) current Microsoft 365 or Azure certifications.
