Service Desk Engineer (SDE)

Role Summary

Service Desk Engineers (SDEs) are the first responders to reported and ticketed client issues. The SDE is responsible for providing professional, considerate, and timely reactive remote support for clients. The primary focus is the quick resolution of service issues and maintaining clear, consistent communication with clients throughout the support process.

SDEs operate within the reactive services framework, with responsibilities delineated by skill set and experience level:

• L1: Triage and user MACs (Moves, Adds, Changes).
• L2: Mid and advanced-level technical support.
• L3: Complex escalations and team mentorship.

Job Responsibilities

Service Delivery & Troubleshooting

• End-User Support: Provide remote and occasional onsite support to managed services clients.
• Ticket Management: Manage assignments based on priority and age, working t...