The Role
The Support Desk Engineer ensures client satisfaction by triaging and resolving service incidents through phone, email, and portal support in a remote environment.
Summary Generated by Built In
About Us: At Endurance IT Services we are always on the lookout for talented individuals who are passionate about making a difference. Our team is dedicated to innovation, excellence, and creating value for our clients and community. We believe in fostering a collaborative and inclusive work environment where everyone can thrive.
We are seeking active duty military personnel looking for an internship through Skillbridge as a Support Desk Engineer to join our team.
This position is responsible for ensuring client satisfaction for Endurance IT’s (EIT) clients. The role involves the triage, routing, and repair of incoming service incidents (phone, email, and portal). The Support Desk Engineer – Tier 1 ensures that service delivery adheres to company standards. This individual will have a desired goal of effectively delivering superior customer service to our end users in a remote call center environment. The Support Desk Engineer – Tier 1 will report to the Service Desk Manager. To accomplish this job successfully, an individual must be able to perform each essential function satisfactorily.
RESPONSIBILITIES
- Ensure professional, timely and polite support to all our clients
- Have in depth knowledge of our tools and ticketing procedures
- Follow standard help desk protocols, procedures and guidelines as provided
- Identify, troubleshoot and resolve a wide range of computer & network related problems
- Basic understanding of client Line of Business (LOB) applications and associated third party vendors
- Stay current with system information, changes and information technology updates
- Be professional, courteous, and helpful to co-workers and embrace diversity
- Onsite work at customer site, when required.
- Any other special projects or tasks assigned
Ticket Management and Resolution
- First contact with client on a new ticket is made via phone.
- Resolve on average 10-12 tickets per day
- Ensure ticket statuses are maintained correctly based on training provided
- Ensure accurate time worked is reported on each ticket
- Ensure all troubleshooting efforts, conversations with clients, vendors, and co-workers are properly recorded on the ticket
- Ensure SLA timelines are met
- Follow all ticket escalation procedures per training
- Seek and collaborate with co-workers and team leads on tickets to ensure speedy resolution
- Develop, maintain, and execute a daily routine to review and update existing assigned tickets
- Follow ticket management principles per training.
Evaluation Metrics
- Answered phone calls per day - 15+
- Average Tickets resolved per day 10 or greater
- 0 Tickets in Assigned Status at end of daily shift
- 0 Ticket in Customer Responded status at end of daily shift
- Average Ticket Age – 5 Days or less
- Tickets over 7 Days old =< 2
- Tickets over 30 Days old = 0
- Tickets not updated in 48 hours = 0
- Ticket in Triage queue at close of day = 0
Qualifications
- Education: High School Diploma or GED
- One or more years of experience in network / IT systems and troubleshooting steps.
- Proficiency with information technology regarding both hardware and software.
- Working knowledge of Microsoft server and desktop operating systems, specifically Server 2008 and later and Windows 7 and later.
- Basic networking knowledge, switches, routers, firewalls, VLANs, wireless, Active Directory, Exchange, O365.
- Good oral communication
- Good Written communication
- Good problem solving skills
- Ability to use thinking and reasoning to solve a problem.
Certifications & Licenses:
- IT industry certifications are preferred, specifically Microsoft and Cisco.
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Skills Required
- High School Diploma or GED
- One or more years of experience in network / IT systems
- Proficiency with hardware and software troubleshooting
- Working knowledge of Microsoft server and desktop operating systems
- Basic networking knowledge
- Good oral communication
- Good written communication
- Good problem solving skills
- IT industry certifications preferred
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The Company
What We Do
Endurance IT Services is a locally owned IT Services firm specializing in serving businesses in Hampton Roads and the Commonwealth of Virginia, providing Managed IT Services, Cybersecurity Solutions, and IT Consulting to help businesses stay secure and productive.
