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Senior Desktop Support Engineer
432 views
Information Technology company
ContractContract to Permanent
Information Technology company
New York, NY ( Map it )
No permanent US residency required
W-2 only
New York, NY
ContractContract to Permanent
This posting has been closed

Must Skills:
5 years of experience on desktop/mobile/phone field

Job description:

  • Provide Desktop/Mobile/Phone Support at the customer office in New York City, NY for customer senior leadership only.
  • Work in a customer facing environment dealing with reported Service Desk Incidents, Service Requests or Changes as and when required for the local end users.
  • Strict adherence to standard technical processes/practices followed for the corresponding services at customer site.
  • Ability to understand/follow standard ITIL processes as per the scope of corresponding service.
  • Occasional involvement in Project work under minimal supervision of the experienced members in the team. Learning upcoming technologies that could be used going forward for day-to-day delivery (as per the latest trends).
  • Taking ownership of customer reported issues and seeing through to completion. Researching, Trouble shooting and Identifying solutions to resolve issues.
  • Flexibility needed in case of extended hours due to Major Incident Resolutions
  • Collaborate with other team members to identify real time trends to proactively recognize systemic issues and/or concerns and escalate as appropriate.
  • Interact with other teams worldwide to maintain technical and organizational relevance and proficiency
  • Provide support beyond core work hours as required.
  • Continuously expand technical skills and Share technical knowledge with team members.
  • Assist in maintaining accuracy and relevance of the technical knowledge base.
  • Other duties as assigned.


Primary/Essential duties:

  • SERVICE DELIVERY: Manage incident lifecycle, in accordance with customer Incident Management Procedures, including creating, tracking, and escalation of Service Desk tickets assigned to achieve final resolution and ensure user satisfaction.
  • SERVICE SUPPORT: Deliver a high percentage of first contact resolution (FCR) for Level 1 technical issues within the global computing environment. Flexibility to work after hours if needed
Skills
Skill Proficiency Years Experience Percent Used
Desktop Support
6+100%
Customer Service
Any75%
Incident Management
Any75%
ITIL
Any75%
Mobile Devices
Any75%
MS Visio
Any25%
Problem Solving
Any25%
Position Recruiter
Dino Lango
Technical Recruiter
dino@cloudteam.com
813-517-9520