Senior Service Desk Engineer

POSITION

In this position we are looking to add a highly experienced individual to adhere to a level of technical expertise and customer service professionalism. The Service Desk (also known as Help Desk) team is located in both US and Philippines and is an important and essential part of our company. Day-to-Day activities include working on escalations, server work, coordinate mini projects for customers, and supporting the team as needed. This is a fantastic career opportunity for a proactive, highly motivated individual who wants to utilize his or her current tech skills and leadership knowledge. Occasional local client visits may be required.

The ideal candidate will have solid tech skills, with the ability to quickly and efficiently triage issues. Responsibilities include, but are not limited to:

• Handle Escalation Tickets.
• Review Quality of Tickets.
• Act as a Mentor
• Help Assist mini projects with the Team Lead on the Service Desk
• Troubleshooting PC and Mac issues via remote login or occasional onsite visits
• Updating client IT documentation and tickets
• Contacting vendors on behalf of client
• Reinstalling Windows/Mac OS and performing system upgrades
• Securely deleting data on hard drives
• Resolving malware and virus issues on Macs and PCs