Job Description -
Support Desk Engineer
Spark Hire Test is Required
must be local to Dallas, TX
We have several positions we need to staff for a DFW customer in the next few months. For now, we are starting with 4 positions. These positions will all start out as onsite for the six weeks of training they will have to complete (more information is provided in the attached job description). Once training is completed, resources supporting the 1st shift will continue to work onsite. Resources supporting the 2nd and 3rd shifts will move to remote status. Please only submit candidates that CURRENTLY live in the DFW area within a reasonable distance to Ft. Worth near the hospital district.

Location: On Site
If on-site, the city: DFW- 76104 ftw hospita district area
Duration of Employment: 12 Months
Number of Openings: 4
Clearance Required: No
Job Description:
• Support Desk Engineer
• This entry level position requires prompt technical responses to questions regarding troubleshooting, diagnosing, and resolving problems for hardware, phones, and applications.
• It requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues.
• Related documentation and online knowledge articles are used for troubleshooting; incidents are tracked in an incident ticket tracking system.
• The primary role is to take live trouble-shooting calls as well as email requests daily 100% of the time.
• The resource must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction.
Responsibilities:
• Monitoring network and telecommunications infrastructure using CA Spectrum and various other tools.
• Provide tier I and/or tier II network support and escalate as needed
• Assist with managing incidents of all severity
• Severity 2 incidents include an MTTR goal of two hours
• Assist and/or lead outage bridges as needed
• Take inbound support calls from internal campus and field customers as needed
• Create incidents and tasks via ServiceNow; will also work with problem and change requests
• Record detailed and accurate customer and problem information in incidents
Preferred Experience and Attributes:
• Experience in a help desk/call center environment providing technical support in a retail environment (Minimum of 3 years preferred)
• Experience using computer hardware and software applications and have a strong ability to multitask.
• Strong communication and collaboration skills
• Cisco CCNA and/or on the job experience managing and supporting Cisco technology
• SDWAN/Big Switch/Silver Peak
• Telecommunications, RF, Microwave, Wi-Fi
• Railroad
• Fast paced environment
• Service Desk
Requirements:
• US Citizen
• Must be able to work any assigned shift in a 24/7/365 environment including weekends and holidays; must be flexible with changing shifts as needed.
• Work week consists of 40-hour work week.
• ServiceNow Incident Management
• Network Engineer job related experience
• Must be proficient in typing.
• Excellent written and verbal communications skills
• Independent problem solver and strong team player capable of making solid fact-based decisions under pressure.
• Strong troubleshooting skill; solid understanding of network fundamentals and concepts
• Working hours for the engagement will be a 40-hour work week that will include weekends and holidays.
• Exceptions include initial ONSITE training for approximately 6 to 8 weeks from 08:00am – 05:00pm Central time Monday to Friday.
• Schedule will be provided by the customer.
• First shift resources will work onsite and second and third shift resources will work remotely.
• Hours for these shifts will be defined by the customer.
• All shifts will be 4 days per week, 10 hours per shift (Wed- Sat or Sun- Thurs)