Job Details

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Service Desk Support Engineer

SCOTTSDALE-85262, AZ, US
08/20/2021

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Required Skills

Citrix, Active Directory

Company

Cloudious

Experience

Job Description

Skills Required: Windows, SCCM Active Directory, O365,

L1 Technical Support

Handling all the Inbound calls, chat and emails in service desk
Handling Basic L1 level queries from end
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 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
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
Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go.
Basic knowledge of Networking, Virtualization, Mac OS, Web Based and Installable applications
Good understanding of computer systems, mobile devices and other tech products
Roles:

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
Technical Skillset – Need to Know
Good knowledge of Active Directory
Citrix
O365
Microsoft Windows
Mobile Operating Systems (Android/iOS)
Antivirus
SharePoint
Knowledge of Laptop/Desktop/Tablet issues
VPN Troubleshooting
Mobile Device Management
Technical Skillset – Good to Know
Knowledge of Infrastructure / Exchange / Server Technologies
Required Background Experience
Any Graduate
1-3 years in a service desk environment
ITIL awareness (Certification not required but is a plus)
Hands on experience working in ITSM tools like Service Now, Remedy etc.