Service Desk Engineer
LTM
Role description Location: Houston, TX (5 days onsite) 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
- Experience 5 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
- has context menu
- Shift timing will be 247 rotational
- No WFHHybrid options need to report client office from Day1
Vacancy posted 2 days ago
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