Service Desk L1 Engineer

About the client:


Our client is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700+ clients, our client brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries.

Role---Service Desk L1 Engineer

Location--Cleveland, OH

Job Description


The ideal candidate must have hands on experience of resolving technical issues over the phone chat and emails


L1 Technical Support


Handling all the Inbound calls chat and emails in service desk


Manage tickets that L1 engineers need assistance


Handling Basic L1 queries from end users


Correctly logging incidents and faults categorizing and prioritizing them in line with team procedures


Diagnose and quickly resolve a wide range of Windows applications issues


Good troubleshooting knowledge on internet and VPN issues


When the restoration is beyond the scope of the support escalate the issueproblem to appropriate resolver group using IT Ticketing System


Install upgrade support and troubleshoot for printers related computer hardware


Knowledge of Citrix and VPN


Customize configure desktop hardware to meet specifications and business standards


Email account administration ie account creation and management and distribution lists on Office 365


Robust queue management ability


User account administration ie account creation and management and password resets on Active Directory


Familiarize end users on basic software hardware and peripheral device operation and solve basic queries


Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool


Basic knowledge of Networking Virtualization Mac OS Web Based and Installable applications


Good understanding of computer systems mobile devices and other tech products


Efficiently manage technical escalations


Good knowledge on Incident Management


Strong ability to quickly coordinate MIM tickets by engaging relevant resolver teams


Provide OnCall support at times when required


Customer Focus


Providing timely and accurate resolution of technical issues experienced by the Users


Excellent communication skills


Must be able to demonstrate a customer first approach to support


Identify and escalate severe issues which could cause production impact


Natural aptitude for trouble shooting problem solving


Have solid experience in a helpdesk or technical support environment


Excellent skills on managing queues in service desk


Technical Skillset Good to Know


Active Directory


Citrix


O365


Microsoft Windows


Mobile Operating Systems AndroidiOS


SharePoint


Knowledge of LaptopDesktopTablet issues


VPN Troubleshooting


Mobile Device Management


Excel Reporting Good to have


Hands on experience working in ITSM tools like Service Now Remedy etc

Skills


Mandatory Skills : Jira Service Desk,Servicedesk,Windows Server

Disclaimer: E-Solutions Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. We especially invite women, minorities, veterans, and individuals with disabilities to apply. EEO/AA/M/F/Vet/Disability