*Position : Service Desk Engineer*
*Location : Scottsdale, AZ*
*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 issue/problem to appropriate resolver group using IT Ticketing System
* Install, upgrade, support and troubleshoot for printers & related computer hardware.
* Knowledge on POS related issues and troubleshooting them
* Knowledge of Citrix and VPN
* Customize & configure desktop hardware to meet specifications and business standards
* Email account administration, i.
e.
, account creation and management and distribution lists on Office 365
* Robust queue management ability
* User account administration, i.
e.
, 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 co-ordinate MIM tickets by engaging relevant resolver teams
* Good Knowledge in Intune tool Device enrollment
*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
* POS (Point of sale)
* SCCM
* Intune
* Windows Devices
* Microsoft Windows
* Mobile Operating Systems (Android/iOS)
* SharePoint
* Knowledge of Laptop/Desktop/Tablet issues
* VPN Troubleshooting
* Mobile Device Management
* Excel Reporting (Good to have)
*Required Background Experience*
* Any Graduate
* 0-3 years in a service desk environment
* Hands on experience working in ITSM tools like Service Now, Remedy etc.
Job Type: Contract
Schedule:
* 8 hour shift
Work Location: On the road
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