Support Desk Engineer

DataVizion•Lincoln, NE

About The Position

The Support Desk Engineer is responsible for supporting clients through hardware & software support. This is an integral role within the Service Delivery team, directly supporting others who monitor servers and PCs and provide enterprise-grade support to clients of DataVizion.

Requirements

Ability to create and maintain a positive relationship with current clients
Ability to analyze data to spot trends and issues
Demonstrated skills in negotiating and leadership
Capacity to manage and work with tight deadlines
Accountability of day-to-day opportunities and challenges
The customer-driven mindset with the ability to resolve conflicts
Team-centric approach
Curiosity and drive for continued learning
Adaptable – support multiple clients using customer service and interpersonal skills
Proactive – focus on developing industry applicable skills, attaining certifications, and improving soft skills
Accurate – demonstrate organization skills and keen attention to detail and ensure compliance with DataVizion policies and procedures.
Decisive – use critical thinking, independent judgment, and a thorough understanding of company policies to make informed, customer-centric decisions

Responsibilities

Respond to and resolve customer service requests
Design, configure, and maintain production environments for small to large-scale businesses
Perform service on products from multiple manufacturers and vendors
Provide technical and procedural direction to both internal staff and clients
Investigate and identify the root cause of service issues with a first-time-fix approach
Manage and maintain the client’s IT environment by following implementation best practices
Manage, create, close, and update tickets in the assigned ITSM system
Acquire product knowledge through classroom or on-the-job training opportunities
Perform preventive maintenance and modifications on equipment
Perform system administration duties as assigned