Service Desk Engineer Job Description
As a Service Desk Engineer, you will be the first point of contact for customers seeking technical assistance. You will respond to queries, diagnose and resolve technical hardware and software issues, and provide step-by-step instructions to customers. Additionally, you will maintain accurate records of customer interactions and perform remote support when required.
Responsibilities
- Provide technical support to customers regarding hardware and software issues
- Diagnose and resolve technical problems related to Windows and Mac operating systems
- Troubleshoot network issues and assist with network configurations
- Respond to customer queries and provide step-by-step instructions
- Maintain accurate records of customer interactions in the ticketing system
- Perform remote support for customers
- Escalate unresolved issues to the appropriate teams
Qualifications
- Proven work experience as a Service Desk Engineer or similar role
- Strong knowledge of Windows and Mac operating systems
- Familiarity with network troubleshooting and network configurations
- Excellent customer service and communication skills
- Ability to diagnose and resolve hardware and software issues
- Attention to detail and problem-solving skills
- Ability to work in a fast-paced environment and multitask effectively
- Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are a plus
Skills
- Windows and Mac operating systems
- Network troubleshooting
- Hardware and software problem-solving
- Customer service
- Ticketing system management
- Remote support