Service Desk Engineer

Jobgether; United States; Remote; USD 42,000 - 68,000; Full time

Benefits offered by this job

Remote work

Inclusive workplace

People-focused culture

Job summary

Jobgether is seeking an IT Support Specialist to identify, investigate, and resolve complex technical issues reported by users, including high-priority tickets, with a focus on remote assistance to keep productivity and uptime high.

You will manage multiple customer accounts and tickets, prioritize work according to SLAs, configure and troubleshoot desktops, laptops, printers, and software, and coordinate with vendors to ensure timely resolutions while maintaining excellent customer service.

Qualifications

• Experience in desktop and laptop troubleshooting.
• Familiarity with remote access systems and remote troubleshooting.
• Ability to manage multiple tickets and meet SLA deadlines.
• Basic understanding of networking concepts.

Responsibilities

• Identify, investigate, and resolve complex technical issues reported by users, including system requests and high-priority support tickets.
• Provide remote technical assistance to maintain user productivity and system uptime.
• Manage multiple customer accounts, tickets, and user requests while prioritizing work according to service-level agreements (SLAs).
• Configure, install, maintain, and troubleshoot desktop computers, laptops, mobile devices, printers, and other authorized peripherals.
• Upgrade, support, and troubleshoot Windows 10, Microsoft Office 2016, and other approved desktop applications.
• Set up and troubleshoot domains, user accounts, software accounts, user profiles, and access policies.
• Perform preventive maintenance and remedial repairs on computers, laptops, printers, and related equipment.
• Diagnose basic network and server-related incidents, understand the existing IT infrastructure, and initiate system or server updates when required.
• Coordinate with external resources and vendors to ensure effective and timely issue resolution.
• Evaluate new product versions and recommend appropriate upgrade schedules.
• Support the development and implementation of new IT projects and hardware installations.
• Ensure that hardware and software configurations comply with customer requirements and applicable license agreements.

Skills

Customer support

Troubleshooting

Communication

Multitasking

Prioritization

Ownership

Education

Commerce degree

Tools

ServiceFirst ticketing

Job description

Accountabilities

• Identify, investigate, and resolve complex technical issues reported by users, including system requests and high-priority support tickets.
• Provide remote technical assistance to maintain user productivity and system uptime.
• Manage multiple customer accounts, tickets, and user requests while prioritizing work according to service-level agreements (SLAs).
• Configure, install, maintain, and troubleshoot desktop computers, laptops, mobile devices, printers, and other authorized peripherals.
• Upgrade, support, and troubleshoot Windows 10, Microsoft Office 2016, and other approved desktop applications.
• Set up and troubleshoot domains, user accounts, software accounts, user profiles, and access policies.
• Perform preventive maintenance and remedial repairs on computers, laptops, printers, and related equipment.
• Diagnose basic network and server-related incidents, understand the existing IT infrastructure, and initiate system or server updates when required.
• Coordinate with external resources and vendors to ensure effective and timely issue resolution.
• Evaluate new product versions and recommend appropriate upgrade schedules.
• Support the development and implementation of new IT projects and hardware installations.
• Ensure that hardware and software configurations comply with customer requirements and applicable license agreements.

Requirements:

• Graduate or postgraduate qualification in Commerce, with a minimum of 15 years of formal education.
• 2-3 years of relevant professional work experience.
• Practical knowledge of desktop and laptop troubleshooting, with a basic understanding of networking concepts.
• Experience upgrading, supporting, and troubleshooting Windows 10, Microsoft Office 2016, printers, computer hardware, and authorized desktop applications.
• Familiarity with remote access systems and remote troubleshooting procedures.
• Basic understanding of server environments and the ability to diagnose common server-related issues.
• Experience managing IT support tickets using a ticketing platform, such as ServiceFirst or a similar tool.
• Ability to configure and maintain user accounts, profiles, and policies.
• Strong customer support and communication skills, with a customer-focused approach to problem-solving.
• Excellent prioritization and multitasking abilities, with the capacity to manage multiple tickets and meet SLA deadlines.
• Ability to think quickly, take ownership of technical issues, and coordinate with relevant teams or vendors when needed.

Benefits:

• Remote work: The position is designated as remote.
• Inclusive workplace: A professional environment committed to respecting and supporting individuals from diverse backgrounds.
• People-focused culture: An organizational emphasis on employees, customers, and collaboration.