SUMMARY
The L2 HelpdeskEngineer is the first point of contact for end-users experiencing technicalissues. This role is crucial in providing timely and effective support andensuring minimal disruption to business operations. The successful candidatewill possess strong troubleshooting skills, excellent communication abilities,and a customer-centric approach. They will accurately log, prioritize, andresolve or escalate incidents and service requests according to establishedprocedures.
JOB RESPONSIBILITIES
IncidentManagement:
- Receive and log incidents and service requests via phone, email,ticketing system, and other communication channels.
- Perform initial troubleshooting to identify and resolve commonhardware, software, and network issues.
- Follow established procedures to document all interactions,troubleshooting steps, and resolutions in the ticketing system.
- Escalate complex or unresolved issues to Level 2 support or otherspecialized teams as needed.
- Monitor incident queues and ensure timely response and resolutionwithin defined service level agreements (SLAs).
- Provide clear and concisecommunication to end-users regarding the status of their requests.
ServiceRequest Fulfillment:
- Process standard service requests, such as password resets, accountunlocks, software installations, and hardware setups.
- Follow documented procedures to fulfill service requests efficientlyand accurately.
- Ensure accurate inventorymanagement of hardware and software assets.
KnowledgeManagement:
- Contribute to the development and maintenance of knowledge basearticles and troubleshooting guides.
- Stay up-to-date with current technologies and best practices.
- Share knowledge and bestpractices with other service desk team members.
CustomerService:
- Provide excellent customer service by maintaining a professional andcourteous demeanor.
- Effectively communicate technical information to non-technicalusers.
- Manage customer expectations and ensure satisfaction with servicedelivery.
- Follow up with users to ensureissues are resolved to their satisfaction.
Hardware/SoftwareSupport:
- Troubleshoot and resolve issues related to desktops, laptops,printers, mobile devices, and peripherals.
- Provide support for common operating systems (Windows, macOS),productivity applications (Microsoft 365, etc.), and other business-specificsoftware.
- Assist with the setup andconfiguration of new hardware and software.
Requirements
QUALIFICATIONS
- ·At least 3 years of experience in a help desk role
- ·Windows 10/11 and ServerKnowledge: knowledge of Windows 10/11and server is non-negotiable for the r