Service Desk Engineer ::::Jersey City NJ

Hi,

 

This is Girish, - Recruitment and Resources from SancroSoft USA Inc.

We have an urgent requirement as follows:

Please respond with resumes in MS-Word Format with the following details to Girish@sancrosoftusa.com

Full Name :
Location :
Contact Number :
Email :
Availability :
Visa Status :

Service Desk Engineer

 

Location: Jersey City NJ

Duration: Fulltime

Salary: Market

 

Role Related - Level 2
Job Family	Service Desk Delivery
Level Number	2
Level Label	Technical Support Engineer - Service Desk
Job Title	Technical Support Engineer - Service Desk
Qualification	Must be a high school graduate or have completed GED (General Education Development) CompTIA A+ Computer Troubleshooting Certification will be an added advantage
Experience	1 to 2 years in Service Desk
Job Responsibilities	Support users in a professional and courteous manner
	Ensure adherence and Supplier process/policies
	Own the user issue to resolution
	Log Incident/Request Tickets with complete information
	Respond to all incidents and service requests
	Coordinate with IT Proximity team for update on tasks assigned
	Perform daily/weekly/monthly scheduled reporting tasks
	Create a SOP whenever troubleshooting a new issue and keep team informed on the issue and resolution
	Update SOP on regular basis of new issues and resolutions
	Update the knowledge base
	Perform warm shift handover with engineers along with the shift SPOC
	Check schedule for maintenances and consult with the SPOC
Competency Related
Skills	Effective Business Communication
	Communication in neutral accent over phone
	Operating the computer, OS and Knowledge base navigation
	Use of Ticketing tool
	Account Management / Password reset
	Active listening and probing skills
	Level 1 and 1.5 technical troubleshooting
	Analytical skills
	Remote desktop skills
Knowledge and Proficiency Level
Technical	Real life PC problems	Advance
	Client Technical Service Awareness	Beginner
	Relevance and use of technology in companies	Advance
	IT End Devices	Intermediate
	Virtual private network (VPN)	Intermediate
	Internet and Intranet	Intermediate
	Windows XP navigation	Advance
	Operating the computer	Advance
	Technical Troubleshooting - Account Management/password reset	Advance
	Technical Troubleshooting - OS	Intermediate
	Technical Troubleshooting - End Devices	Intermediate
	COTS Application - How to and basic triage	Intermediate
	Ticketing Tool	Intermediate
	MS Office	Intermediate
	Avaya/Phone Operating skills	Beginner
	Remote Desktop	Beginner
Functional	Basic Networking concepts	Beginner
	Client Process Knowledge	Intermediate
	Client Business Awareness	Beginner
	Common Do’s and Don'ts in organizations	Intermediate
	High level organization workflows	Intermediate
	IT inventory in organizations	Advance
	Standard organization departments/functions	Intermediate
	Active Directory - Group Policies and Memberships	Intermediate
	Telephone etiquette	Advance
	Email etiquette	Advance
	Neutral Accent Communication	Intermediate
	Active Listening	Advance
	Knowledge Base	Intermediate
Leadership & Behavioral	Effective Business Communication	Beginner
	Decision Making Skills	Beginner
	Patience	Advance
	Managing Stress	Advance
	Positive attitude to change	Advance
	Attitude to feedback/willing to learn	Advance
	Relating to Others	Beginner
	Influencing Others	Beginner
	Team Player	Beginner
	Insight into the Customer's Mindset	Beginner
	Solution Based Approach	Beginner
	Follow Through	Beginner
	Personal Credibility	Beginner
	Self-Development	Beginner
	Result Focus	Beginner
	Drive to Win	Beginner
Domain	Infrastructure Support – Service Desk	Intermediate
Process and Quality	Importance of Information Security and compliance	Advance
	ITIL Foundation Concepts	Beginner
	GSD Standards	Beginner

 

 

Regards,

Sai Girish

 

Cell: 916-671-5591| girish@sancrosoftusa.com | www.sancrosoft.com

 

The Power of Support

Coperate Head Office: SancroSoft USA Inc

#4944, Sunrise Blvd. Fair Oaks CA - 95628. USA

 

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