Job Description

Job title:- Sr. Service Desk L3 Engineer Job location:- Dallas, TX Onsite position Job description:- 6+ years of Phone support experience Mandatory

• 6+ years of Windows Technical Service desk experience is necessary.
• Experience and Level 3 Expertise knowledge Windows 10, Window 11
• Knowledge in windows buildout
• knowledge with the following: Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM etc.,
• ITSM ticketing tools such as Ivanti, ServiceNow etc.,
• User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,
• Remote desktop connectivity applications, Windows end point support
• MS Office Suite and application support
• Web Application, VPN knowledge
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions.
• Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Responsible for installing desktop applications and software
• Work experience with SCCM patch deployments and SCOM monitoring tools
• knowledge of scripting.
• Highly self-motivated with keen attention to details

Here's how you'll contribute:

• Support for laptop, desktops, and printers
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users
• Route problems to internal 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

How we'd like you to lead: Take part in and host regular knowledge sharing sessions, mentor more junior members of the team and support the continuous development of our practice. We also want you to:

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators. Inficare

Job Tags

Work experience placement, Remote job,

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