Service Desk Engineer

LTM

Houston, TX

Role description

Job Title IT Service Desk Agent

Responsibilities

First Point of Contact Serve as the initial point of contact for end users seeking technical assistance via phone email or chat
Remote Troubleshooting Perform remote troubleshooting using diagnostic techniques and relevant questions
Solution Determination Analyze issues and determine the best solution based on customer details
Problem Solving Guide customers through problem solving steps
Escalation Escalate unresolved issues to the appropriate support level
Documentation Maintain accurate logs of events problems and resolutions
Feedback Relay customer feedback or suggestions to internal teams
Improvements Identify process improvements and suggest enhancements

Requirements and Skills

Experience 1 to 2 years in a help desk or customer support role
Computer Literacy Understanding of computer systems mobile devices and software applications
ITIL Knowledge Knowledge of ITIL fundamentals ITIL Foundations Preferred
Communication Excellent communication skills in English
Customer Centric Customer oriented and patient
Education BSc BA Computer Science or a relevant field
24x7 eyes on glass monitoring and Email s for OnPrem servers physical Virtual Storage Backup and Network devices APs WLCs Circuits Routers Switches Firewalls F5s These events need to be documented and updated in ServiceNow
Azure infrastructure dashboard monitoring
Drive SOP based resolution for issues such as Server disk full Disk errors CPU usage errors Memory errors corrupt OS Boot issues NW device updown backup job failures
Unauthorized change monitoring via config mgmt tool
Team will be responsible to monitor failed OS patches perform server reboots and escalation to L3
ServiceNow ticket creation and escalation to L2L3 Team as appropriate
Initiate MIM for Critical tickets P1s Major Incidents
Vendor coordination for hardware issues and RMA with vendors Example Cisco VMWare HyperFlex Nimble Acronis
Coordinate w ISP for circuit issues restoration Example ATT Comcast Verizon Lumen

Note

Shift timing will be 247 rotational
No WFHHybrid options need to report client office from Day1

Apply

Vacancy posted 1 day ago

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