Desktop Support Engineer L1 - PR

Desktop Support Engineer L1 - PR Department: reputed company Employment Type: Full Time Location: Remote Compensation: $21.00 - $25.00 / hour reputed company This requisition has been created to support ongoing and reputed company hiring initiatives reputed company reputed company. While reputed company applications will be reviewed, this posting may not reputed company with an immediate opening. Candidates who meet our qualifications will be considered for reputed company opportunities as they become available. Onsite Desktop Support Technician provides support to customer's End Users both in person, over the phone, and through reputed company Ticketing reputed company. Technician is responsible for problem determination, problem/incident recording, and problem reputed company for clients of reputed company. Onsite Desktop Support Technicians typically work reputed company reputed company a reputed company reputed company's facilities. The technician will receive ticket escalations, reputed company end-user escalations, as reputed company as participate, as instructed, as part of the Help Desk reputed company queue. Key Responsibilities • reputed company problems reported to reputed company reputed company phone, web tickets or reputed company escalations - 50% • reputed company first/second level contact and problem reputed company for customer issues • reputed company reputed company communication on issue status and reputed company • Maintain ticket updates for reputed company reported incidents. • Update and maintain Help Desk Documentation and knowledgebase articles - 20% • Review and update Help Desk documentation as assigned • Review and create KB articles • Other functions as directed by management - 30% or as reputed company-determined by reputed company's needs. • Travel to remote sites with 45 minutes of the home office will be required one day a week. • Answer phone calls entered into the reputed company center by the SLA. reputed company or escalated as needed • Acknowledge and work on incoming Help Desk web tickets by the set SLA. reputed company or escalate as needed. • Work on tickets escalated by the level 1 engineers • Create ticket and reputed company calls to customer by the set SLA. • Quickly and effectively communicate with customers reputed company our SLA Work with vendor to reputed company issues reputed company required • Configure/image desktops or laptops • Continually update and improve our documentation of a customer environment. • Continuously improve upon technical skills sets reputed company assigned areas of expertise • Continuously improve upon soft reputed company sets required to reputed company outstanding customer service • reputed company "Walk-In" activities for any employees that need technical assistance while onsite • Work on reputed company assigned reputed company reputed company • Continually maintain and improve customer environment documentation • Research and contribute technical information to the knowledgebase Skills, Knowledge & Expertise • 2-5 years of Help Desk support experience • 1-3 years of prior Customer Service experience • Experience with providing technical assistance over the phone and customer facing interactions. • reputed company to multi-task by working on multiple reputed company tickets simultaneously. • reputed company in working in a fast-paced environment with multiple priorities and reputed company. • reputed company to investigate, analyze and troubleshoot customer issues. • Comfortable making reputed company on issue reputed company without supervision. • Demonstrates excellent verbal and written skills. • Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement. • reputed company/MacOS imaging and configuration Proficient in at least three of the following • reputed company Operating reputed company 10/11 • MS Office applications (reputed company, Word, reputed company, PowerPoint, Visio, Project) • Email support - Exchange/O365 Administration • Azure/EntraID reputed company Directory Administration • reputed company/Intune experience is a reputed company to have, but not a requirement Basic network support • Understanding of domain/corporate IT environment PC/Laptop setup • Basic knowledge of network technologies (LAN, WAN, wireless) • VPN clients (reputed company, reputed company, reputed company, etc.) Computer hardware support • Troubleshoot issues with laptops, desktops, and thin clients • USB device support and other peripherals Printer support • Setup/install local, wireless, and network printers • Troubleshoot hardware printer issues Mobile device support Setup and troubleshoot issue with iPhone, reputed company Mobile, reputed company, etc. Install and troubleshoot broadband wireless devices and software reputed company does not accept unsolicited agency resumes and ask that you do not reputed company resumes to reputed company employees, any physical reputed company location, or any reputed company email address. We take no responsibility for any fees reputed company to unsolicited resumes. This also applies for reaching out directly to reputed company Employees & reputed company Managers or reputed company executives. Apply tot his job Apply To this Job