Desk Side Support Engineer

Job Description

Tier 2 IT support and escalation point for the IT Global Service Desk and Site Operations.

Follow SLA guidelines and maintain high-level customer satisfaction

Installing and configuring computer hardware operating systems and applications.

Supporting printers, cell phones, Cisco handsets

Taking end-user clients through a series of actions, mostly face-to-face, to help set up systems or resolve issues.

Recording, tracking and documenting the problem-solving process, including all successful and unsuccessful actions taken, through to the final resolution.

Working continuously on a task until completion (or referral to third parties, if appropriate).

Identifying opportunities to increase Tier 2 resolution and efficiency

Perform related duties consistent with the scope and intent of the position

Provide VIP support (Executives lower than C-Suite)

Prioritizing and managing walk-up counter support for multiple users at single instances

Working continuously on a task until completion (or referral to third parties, if appropriate).

Perform related duties consistent with the scope and intent of the position.

Perform IT security remediation Manage customer escalations

Support administration of computing environment

Manage cases with external parties (e.g., Cisco TAC)