Associate Service Desk Engineer

Position Summary:

The Associate Service Desk Engineer is responsible for providing technical support and assistance to end-users and customers. The role requires strong communication and problem-solving skills, as well as technical expertise in various hardware and software systems.

The ideal candidate is someone who has a combination of technical expertise, communication skills, and customer service skills. They should be able to handle basic technical issues efficiently and professionally while providing excellent customer service to end-users. Additionally, an ideal Level 1 Service Desk Engineer should be motivated to continually learn and develop their technical skills, stay up-to-date with the latest industry trends and best practices, and seek opportunities to improve the IT service delivery and customer support processes.

• Receiving and responding to customer inquiries and requests via phone, email, or chat

• Providing technical support and assistance for hardware and software issues

• Troubleshooting basic problems with computer systems, applications, and networks

• Escalating complex issues to higher-level support staff as necessary

• Creating and maintaining documentation related to support issues and solutions

• Following established procedures for incident management, problem management, and change management

• Participating in ongoing training and professional development to stay up-to-date with the latest technology and industry trends

• Collaborating with team members to develop and implement best practices for IT service delivery and customer support

• Other duties as assigned

To be successful in this role, the candidate should have a degree or certification in computer science, information technology, or a related field. The candidate should also possess strong technical skills in areas such as network administration, operating systems, and databases, as well as excellent communication and problem-solving abilities. Additionally, prior experience in technical support or customer service is preferred:

• Bachelor's degree in Technology, Engineering, or Mathematics (STEM) or equivalent work experience

• Minimum of 1 years of experience working in a technical field

• Must be capable of dealing confidently and professionally with internal customers

• Must be a team player and build good working relationships across all functions

• Organized and analytical, able to eliminate obstacles through creative and adaptive approaches

• Must be capable of dealing confidently and professionally with internal customers

• Must be a team player and build good working relationships across all functions

• Organized and analytical, able to eliminate obstacles through creative and adaptive approaches

• Strong knowledge of reliability engineering principles, tools, and techniques

• Experience with reliability modeling, simulation, and analysis

• Knowledge of reliability standards, regulations, and best practices

• Experience with statistical analysis and data-driven decision making

• Strong communication, collaboration, and problem-solving skills

• Demonstrated ability to work in cross-functional teams

• Experience with project management and process improvement methodologies (e.g., ITIL, Lean, Agile) is a plus

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