Service Desk Engineer


On Site
Contract - W2
Contract - 6+ Month(s)


Service desl

Job Details

Job Title:- Service desk engineer

Location:- Plymouth MA (Onsite)

Job Type:- C2H

NOTE:: It's a customer support requirement. We need someone good on Service now ticketing, Perl scription, Phone command, PC troubleshooting.

  • Service Desk for US Client.
  • 2-4 years of Phone/Customer support experience Mandatory with excellent communication skills.
  • 5+ years of Windows Technical Service desk experience is necessary.
  • knowledge Windows 10, 2019.
  • Knowledge in windows buildout
  • knowledge with the following: Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM etc.,
  • ITSM ticketing tools such as Ivanti, ServiceNow etc.,
  • User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,
  • Remote desktop connectivity applications, Windows end point support
  • MS Office Suite and application support
  • Web Application, VPN knowledge
  • Administer and provide User account provisioning.
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions.
  • Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
  • Responsible for installing desktop applications and software
  • Work experience with SCCM patch deployments and SCOM monitoring tools
  • knowledge of scripting.
  • Highly self-motivated with keen attention to detail

Here's how you'll contribute:

  • Support for laptop, desktops, and printers-L1.5 level
  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users
  • Route problems to internal 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
How we'd like you to lead:

Take part in and host regular knowledge sharing sessions, mentor more junior members of the team and support the continuous development of our practice.

We also want you to:

  • Ticket Management
  • Customer Satisfaction
  • First Call Resolution
  • Create SOP and Knowledge Base articles for top call generators.
Educational requirement:
  • Graduate and preferably BCA or any other Technical Field.
  • Excellent Communication Skills (Written/Verbal)
  • Exceptional customer service orientation
  • Excellent communication skills, both written and verbal
  • Disciplined, systematic problem-solving skills required.