Service Desk Engineer

Quantum World Technologies Inc.; Phoenix (AZ); On-site; USD 40,000 - 55,000; Full time

Job summary

Quantum World Technologies Inc. is seeking an IT Service Desk professional to handle inbound calls, chats and emails, diagnose Windows application issues, and provide basic troubleshooting for connectivity.

You will escalate complex problems using the IT ticketing system and maintain asset configurations. The role requires familiarity with Active Directory, O365, Citrix, and basic networking, with emphasis on user support for a diverse user base.

Qualifications

• Servicedesk experience required.
• Strong knowledge of Windows desktop, laptop and peripheral hardware.
• Experience with VPN, LAN/WAN concepts and basic networking.

Responsibilities

• Handle inbound calls, chats and emails in service desk.
• Diagnose and resolve Windows application issues.
• Escalate complex problems to resolver groups via IT Ticketing System.

Skills

Networking

Active Directory

Citrix

O365

Windows

Antivirus

SharePoint

MFA

Laptop/Desktop/Tablet issues

Customer Focus

Troubleshooting

Tools

ServiceNow

Jira Service Desk

Windows Server

Office 365 Admin

Job description

Handling all the Inbound calls chat and emails in service desk

Handling Basic L1 level queries from end users

Diagnose and quickly resolve a wide range of Windows applications issues

Basic troubleshooting knowledge for internetLAN WAN Connectivity issues and VPN issues

When the restoration is beyond the scope of the support **escalate** the issueproblem to appropriate resolver group using IT Ticketing System

Install upgrade support and troubleshoot for printers related computer hardware

Performs general preventative maintenance tasks on computers laptops printers

Customize configure desktop hardware to meet specifications and business standards

Email account administration ie account creation and management and distribution lists on Office 365

User account administration ie account creation and management and password resets on Active Directory

Familiarize end users on basic software hardware and peripheral device operation and solve basic queries

Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool

Configuring iPadiPhonesAndroid for the users to enable them check emails and be connected on the go

Basic knowledge of Networking Virtualization Outlook Windows Mac OS Web Based and Installable applications

Strong knowledge on MFA configuration

Customer Focus

Providing timely and accurate resolution of technical issues experienced by the Users

Identify and escalation severe issues which could cause production impact

Skills

Technical Skillset Need to Know

• Networking Experience in LANWAN Environment
• Good knowledge of Active Directory
• Citrix
• O365
• Microsoft Windows
• Antivirus
• SharePoint
• Knowledge of LaptopDesktopTablet issues
• MFA

Technical Skillset Good to Know

• Knowledge of Infrastructure Exchange Server Technologies
• Hands on experience working in Service Now ticketing tool

Mandatory Skills :

• Servicedesk

Good to Have Skills :

• Jira Service Desk
• Windows Server