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Senior Desktop Support Engineer
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
Skill Proficiency Years Experience Percent Used
Desktop Support
Customer Service
Incident Management
Mobile Devices
MS Visio
Problem Solving
Position Recruiter
Dino Lango
Technical Recruiter