Desktop Support Engineer

Purpose
Provides first line support to customers, resolving issues or escalating (to 2nd line support) within the agreed service level agreement.
Work Overview
First response for desktop and cabling issues.
Research and identify solutions to software and hardware issues.
Diagnose and troubleshoot technical issues, including account setup and network configuration
Works with servers and telephone systems.
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are accurately logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Troubleshoots independently aiming for first time resolution every time, knowing when to escalate when required to ensure consistent work velocity.
Provides detailed information on steps taken on all escalations.
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