KristenLean

Location: United States of America
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Service Desk Engineer

Responsibilities
Included in the Service Desk Engineers tasks are installing, upgrading, supporting, and resolving issues relating to PCs or laptops, printers, scanners, phones, VoIP, besides the Intranet, LAN, and WAN, hardware, and software.

They must also install and maintain security, anti-virus solutions and firewall, configure and maintain operating systems and software applications, backup devices, and suggest ideas for improving service desk functions and service delivery regularly. Engineers must monitor service-level agreements (SLAs) and ensure that there are no breaches there, are required to work in the open source environment and understand and resolve issues there as well, must provide support to disaster recovery solutions, and have the ability to comprehend how business applications work.

They must record incidents correctly and categorize and prioritize them as per their team procedures. Engineers carry out an assessment of issues thoroughly with end users to aid in the first point of contact problem resolution. They manage active directory and group policies.

Engineers manage issues throughout their lifecycle, beginning from the first point of contact until it is resolved. During this process, they need to keep their clients abreast of the progress. They share knowledge with all their team members.

Engineers handle several scheduled tasks for clients with the intent to see to it that their systems are functioning uninterruptedly. They coordinate and continually interact with support personnel and vendors that resolve issues related to software, hardware, and network.

Engineers support the field staff by catering to the requirements of their mobile devices. They maintain documentation of existing activities through weekly/monthly status reports and incident reports and records.

Engineers follow up on issue status and update information on the same. If they receive any feedback or suggestions, from clients, they pass them on to the appropriate departments.

Their other duties include improving customer services, helping in developing competent service desk tools, procedures, and making sure that they address requests promptly.

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2019-01-16 23:07:39, views: 100, Comments: 0
   
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