34 Desktop Support Engineer Jobs in Charlotte, NC
Cynet Systems is Hiring a Desktop Support Engineer Near Charlotte, NC
Responsibilities:
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options.
- Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.
- Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution.
- Use the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention's.
- Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
- Troubleshoot client software and basic network connectivity problems remotely using Bomgar.
- Identify, evaluate and prioritize customer problems and complaints.
- Participate in on-going training and departmental development.
- Maintain quality standards for incident documentation and phone calls.
- Customer-focused.
- Thorough knowledge of troubleshooting remote access issues.
- Excellent communication skills, (active listening skills).
- Able to articulate and speak with clear voice.
- Diplomatic and must have interpersonal skills.
- Able to understand the business’s objectives.
- Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field.
- Must have empathy with end users.
- Team player.
- Professional code of conduct.
- Must have a good understanding of the organization.
- Must have basic technical knowledge of all technology used for the business processes.
- Able to deal with stress.
- Accept & register Service Incidents.
- Classify Service incidents according to the specified options.
- Execute 1st attempt to solve the Service Incident.
- Refer Service Incident to the appropriate Resolution Owner Support Group
- Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary.
- Responsible that the solution is created but is not necessarily responsible for the solution itself.
- Escalate to the appropriate management level when thresholds are violated.
- Close Service Incident.
- Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
- Report about Service incidents.
- Communicate response times for dispatched tickets to the customers.
- Manage the entire service request process ensuring adherence to SLA.
- Execute service requests such as setting up NT/Outlook accounts as per the SLA.
- Process and send IT reports.
- Technical helpdesk or technical call center experience is necessary.
- Disciplined, systematic problem-solving skills required.
- Hands-on work experience with the following.
- Windows Operating systems.
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000.
- Servers: Windows 2000, Windows 2003, Windows 2008.
- Knowledge of Active Directory, Exchange 2003/2007.
- ITSM ticketing tools such as Remedy, Client Service Center, client Service Center.
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists.
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
- Internet browsers (e.g. Explorer, Chrome, Firefox).
- VPN and remote dial-in user.
- Support for laptop, desktops, and printers.
- PDA and blackberry support.
- Others: Adobe Acrobat and other common desktop applications like Winzip, etc.
- 1 year.
- A .
Job Summary
Contractor
IT Outsourcing & Consulting
$51k-66k (estimate)
06/22/2024
12/09/2024
cynetsystems.com
ARCOLA, VA
500 - 1,000
2010
ASHWANI MAYUR
$50M - $200M
IT Outsourcing & Consulting
Related Companies
The job skills required for Desktop Support Engineer include Troubleshooting, IT Support, Active Directory, Problem Solving, Communication Skills, VPN, etc. Having related job skills and expertise will give you an advantage when applying to be a Desktop Support Engineer. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Desktop Support Engineer. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Desktop Support Engineer positions, which can be used as a reference in future career path planning. As a Desktop Support Engineer, it can be promoted into senior positions as a Client Technologies Technician, Sr. that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Desktop Support Engineer. You can explore the career advancement for a Desktop Support Engineer below and select your interested title to get hiring information.
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