Service Desk Engineer

Service Desk Engineer

HCM Nexus Consulting Inc
Metro Manila / NCR
2-5 years
Not Specified

Job Description

Role and Responsibilities:
• Provides first-line support via different support channels such as phone, chat and/or email.
• Logs and manages Service Desk support tickets and requests.
• Provide first-level onsite and/or remote support for client software issues and requests including, but not limited to, the following:
o Desktop Windows OS
o Desktop MAC OS
o Microsoft applications
o Business applications (Adobe, Salesforce, Zoom, etc.)
• Diagnoses and resolves technical hardware and software issues, including Telephony support.
• Learns and executes playbooks as well as established operating procedures to complete service requests within SLO.
• Proactively contributes to the enrichment of both internal and external knowledge base content.
• Handles escalation and coordination process to other Service Teams as necessary.
• Identifies technical / process opportunities and eliminate toil through automation and process optimization.
• Drives positive user experience by providing a great customer experience.
• Builds strong rapport with users and service teams.
• Meets business objectives and team targets defined by SLA and Performance Scorecard.
• Creates communication materials for newsletters to drive user awareness.
• Initiates and/or works on projects as assigned.
• Performs other duties as determined by the Team Lead.
Required Experience and Skills:
• Preferably with at least two years of experience working in IT or a Technical Support-related field.
• Excellent hands-on experience in PC Hardware and Telephony Support
• Knowledgeable and with hands-on experience on the following:
o Microsoft Office Applications, Active Directory, Microsoft Exchange, Microsoft WSUS/SCCM, Microsoft Office 365, Microsoft SharePoint, Microsoft OneDrive, Microsoft MS Teams
o Microsoft Windows Server 2003, 2008 and 2016
o Windows 7/10 Enterprise, Macintosh, IOS, and Android
o Cisco WebEx, Zoom, Slack
• Experience in network configuration and troubleshooting (VPN, DNS, LAN)
• Knowledgeable with Virtualization and Cloud Computing (VMware, AWS, Azure)
• Project Management Experience
• Proficient Administration Experience with Physical and Virtual Server Environment
• Experience in solutions integration, tools development and programming (PHP, Python, Java, Bash, or PowerShell)
• Self-motivated, well organized, and has good customer service mindset/skills.
• Excellent oral and written English communication skills.
• Fast learner and has the ability to adapt to fast paced/changing environment.
• Possesses a strong sense of urgency and accountability.
• A team player who is able to do cross-team collaboration and communication.

HCM Nexus Consulting

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