Desk Side Support Engineer Level

Work Experience: More than 12 months
Field incoming help requests from end users via both telephone and work orders in a courteous manner Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue Build rapport and elicit problem details from help desk customers Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution Other skills:
Ability to advise and to present to one or more customer staff. Monitor and control daily service call activity, utilization, inventory levels and service levels. Exceptional customer service Advanced knowledge in Customer Service Aptitude Resolving technical problems with hardware, software and connectivity. Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve Participate in the configuration and support of internal systems. Ability to work effectively with Logistics Adherence to assigned schedule Adhering to documented policies, procedures and processes for nsc that are specific to the service. Clear and concise documentation of all customer interaction within appropriate CRM tool. Able to function in a team environment Maintain knowledge levels as industry enhancements occur Support installation and implementation of connectivity and high-end systems products Continuous improvement of service delivery. Sound knowledge of:
Advanced knowledge in Computer Hardware Advanced knowledge in Common Software applications Advanced knowledge in Microsoft Operating system Proficient knowledge in Printer Hardware Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices Proficient knowledge in Ticketing software Microsoft Office & Office 365 applications PC Laptop hardware PC Laptop peripherals, including printers Mobile devices Awareness of;
Active Directory Exchange Apple OS Network and server hardware and components IT qualifications may include:
A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server + PC Laptop OEM Maintenance Certification CompTIA A+ Certification Microsoft Certified IT Professional (MCITP) certification in desktop area Microsoft Office Specialist (MOS) certification