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Posted: Saturday, September 30, 2017 8:05 PM

Description The Service Desk Engineer L is responsible for handling advance level support of service requests and being a team lead for the Service Desk Technicians This relates to all technology to include workstations servers printers networks and vendor specific hardware and software Essential Duties and Responsibilities a IT Support relating to technical issues involving Microsofta s core business applications and operating systems a Support of disaster recovery solutions a Basic technical support at the network level WAN and LAN connectivity routers firewalls and security a Basic remote access solution implementation and support VPN Terminal Services and Citrix a Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets a System documentation maintenance and review a Communication with customers as required keeping them informed of incident progress notifying them of impending changes or agreed outages Additional Duties and Responsibilities a Improve customer service perception and satisfaction a Fast turnaround of customer requests a Ability to work in a team and communicate effectively a Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently a Escalate service requests that require engineer level support Requirements To perform this job successfully an individual must be able to perform each essential duty satisfactorily The requirements listed below are representative of the knowledge skill and or ability required Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions a Advanced understanding of operating systems business applications printing systems and network systems a Interpersonal skills such as telephony skills communication skills active listening and customer care a Diagnosis skills of technical issues a Ability to multi task and adapt to changes quickly a Technical awareness ability to match resources to technical issues appropriately a Service awareness of all organizationa s key IT services for which support is being provided a Understanding of support tools techniques and how technology is used to provide IT services a Typing skills to ensure quick and accurate entry of service request details a Self motivated with the ability to work in a fast moving environment PM PI


• Location: West Palm Beach

• Post ID: 67578647 westpalmbeach is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017