Desktop Support Engineer - First-Time Fix Specialist

Unified Microsystems

14 days+

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Provides first line support to customers, resolving issues or escalating to 2nd line support.
First response for desktop and cabling issues.
Research and identify solutions to software and hardware issues.
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Works with servers and telephone systems.
Refer to internal database or external resources for tech solutions.
Ensure all issues are accurately logged.
Prioritize and manage several open issues.
Follow up with clients for full functionality after troubleshooting.
Troubleshoots independently aiming for first time resolution.

Purpose Provides first line support to customers, resolving issues or escalating (to 2nd line support) within the agreed service level agreement.

Work Overview

First response for desktop and cabling issues.
Research and identify solutions to software and hardware issues.
Diagnose and troubleshoot technical issues, including account setup and network configuration
Works with servers and telephone systems.
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are accurately logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Troubleshoots independently aiming for first time resolution every time, knowing when to elevate when required to ensure consistent work velocity.
Provides detailed information on steps taken on all escalations.