Service Desk Engineer I

PLS•Oak Brook, IL

1d•$22 - $25•Onsite

About The Position

The primary objective of the Service Desk Engineer is to provide first contact resolution to critical issues/concerns received via phone call or email-generated ticket. This will be achieved by troubleshooting, diagnosing and resolving problems at first point of contact or escalating issues as necessary. The Service Desk Engineer will remain the main point of contact with the customer, maintaining ownership of the original issue and acting as liaison between the Customer and Service Teams until resolution. This is a demanding support position, requiring excellent customer service skills, technical troubleshooting aptitude and the ability to articulate solutions clearly and confidently to end users of varying skill levels.

Requirements

Minimum of one year of Help Desk/Technical Support experience
Proven ability in supporting Windows OS, MS Office Suites, Active Directory, WAN\LAN technologies, PC hardware
Must be able to demonstrate a “Customer-First” approach to support
Natural aptitude and enthusiasm for troubleshooting and problem-solving
Excellent oral and written communication skills, including the ability to interact effectively with executives, engineers, sales, vendors and peers
Must be comfortable working in a fast-paced team environment
Ability to work variable schedules which can include weekends, nights, and holidays as required
Ability to participate in After Hours on-call rotation

Nice To Haves

Technical certifications (A+, N+, MCP, etc.) preferred
English and Spanish bilingual preferred

Responsibilities

Utilize discretionary trouble shooting methods to identify resolutions within specified SLA (Service Level Agreement) timeframe
Provide incident resolution in a professional, courteous manner, using phone, email and remote tools
Log incidents, categorizing and prioritizing them in line with team procedures
Conduct full and thorough diagnostics with end users to enable frequent first contact resolution
Ensure all issues/ticket items are progressed & cleared within SLA – escalating to other teams as appropriate
Manage issues through their entire lifecycle from the first point of contact to resolution, proactively keeping the customer informed of progress
Diagnose and resolve problems to the customer’s satisfaction
Maintain and develop own knowledge and skills to assist with fault resolution
Identify and escalate repeat issues or service risks
Share knowledge and solutions with teammates and colleagues in other departments.