Service Desk Engineer

Offer description

The position is responsible for providing Level 2 technical support and service dispatch for customers, both internal and external, across different practice areas. Performs as the first point of escalation of IT infrastructure incidents that involve clients, customers, service providers, internal support and external vendors. Provides organized triage communication, information, and resolution to customers who have issues pertaining to products and services of the Company.

Provides direct second level support such as break/ fix, configuration issues, basic scripting (applicable to NS and ME), troubleshooting, software installations, onsite and remote assistance and ticket routing and escalation to Level 3 and principal.
Attends all requests received via phone, email, web as well as any other means.
Assists end-users in diagnosing and resolving incidents as well as dealing with application maintenance and request for change.
Acts as Team Leader ad Senior Service Desk Engineer within the team when needed.
Generates end-of-day report for the Technology Team; generates progress report for the team.
Conducts problem determination and resolution at Level 2.
Monitors premium hours spent/ renewal of managed support/ services.
Receives, logs and updates incident reports and service requests; reports recurrence of incidents of the same nature.
Tracks follow-ups and service deliveries of logged requests.
Configures and maintains the service desk system; performs configuration of supported device and systems.
Configures change control liaison and provides access management.
Partner Management
Coordinates with principal partners and Technical Managers for L3 and L4 technical support and management of incidents.
Interprets schematics to determine the best solution for incidents and request for change.

Requirements

• Minimum education level: Bachelor´s Degree
• 1 year of experience
• Availability to travel: Yes

More than 30 days ago

About IT Group Inc.

IT Group Inc (also known as ITG), is an Information Technology solutions provider that endeavors to provide growing organizations with solutions that meet the unique needs of companies ranging from small, medium and large corporations. ITG helps companies improve the efficiency and effectiveness of their operations, acquire agility in adapting to market pressures, win closer relationships with customers, and achieve sustained growth for their stakeholders. We take pride in having a client-centri...

IT Group Inc (also known as ITG), is an Information Technology solutions provider that endeavors to provide growing organizations with solutions that meet the unique needs of companies ranging from small, medium and large corporations. ITG helps companies improve the efficiency and effectiveness of their operations, acquire agility in adapting to market pressures, win closer relationships with customers, and achieve sustained growth for their stakeholders. We take pride in having a client-centric service framework.