What are the responsibilities and job description for the Service Desk Engineer II position at Unified ConneXions, Inc.?
Role Description
The Service Desk Engineer II is responsible for providing primarily remote support for current UCX customers as a formal tier-2 escalation point. The Service Desk Engineer II will mentor Service Desk Engineer I and contribute to the technical vision of UCX customers’ environments. The Service Desk Engineer II may also be regularly called upon to participate in projectized engagements in support of network, systems, and security engagements.
Duties
Essential duties and responsibilities may include but are not limited to the following:
Provide centralized remote and onsite support direct to current UCX customers and to UCX Service Desk Engineers.Supported issues will include tier two or junior engineering responsibilities such as complicated desktop, phone, or printer issues as well as server, networking, or VDI related issues. Contribute in customer and team meetings to refine the technical and strategic vision of the team. Work within a team environment, whether it be customer teams or UCX teams, to support customer project technology initiatives. Effectively document work performed, time allocated to task, and lessons learned. Maintain effective, appropriate, and consistent communications with HVE/UCX leadership regarding customer site and project status, concerns, risks, and professional needs. Respond in a timely and appropriate manner to customers and UCX team member’s communications, including voice, written, and video conferences.Any other tasks or requests made at the direction of the Service Desk Manager or his/her designee.
Skills/Qualifications
Requirements
Outstanding customer service skills
A willing - “can do” attitude 1 year of experience in an information technology work environment
Excellent understanding of Microsoft Windows, Microsoft Office, desktop support, printer operations, and ticketing processes.
Working knowledge of basic network troubleshooting and server maintenance tasks. Excellent communication skills both written and verbal forms.
A valid drivers license and the ability and willingness to travel to sites to provide support.
The ability to be punctual and keep to commitments.
The ability to lift 20 pounds to transport equipment as needed
Preferred
Strong understanding of systems, networks, and security principals and theory.
Industry certification in information technology (i.e., CCNA, Network ) or a secondary education degree in the computer sciences.
Job Type: Full-time
Pay: $50,000.00 - $65,000.00 per year
Benefits:
Dental insurance
Health insurance
Paid time off
Vision insurance
The Service Desk Engineer II is responsible for providing primarily remote support for current UCX customers as a formal tier-2 escalation point. The Service Desk Engineer II will mentor Service Desk Engineer I and contribute to the technical vision of UCX customers’ environments. The Service Desk Engineer II may also be regularly called upon to participate in projectized engagements in support of network, systems, and security engagements.
Duties
Essential duties and responsibilities may include but are not limited to the following:
Provide centralized remote and onsite support direct to current UCX customers and to UCX Service Desk Engineers.Supported issues will include tier two or junior engineering responsibilities such as complicated desktop, phone, or printer issues as well as server, networking, or VDI related issues. Contribute in customer and team meetings to refine the technical and strategic vision of the team. Work within a team environment, whether it be customer teams or UCX teams, to support customer project technology initiatives. Effectively document work performed, time allocated to task, and lessons learned. Maintain effective, appropriate, and consistent communications with HVE/UCX leadership regarding customer site and project status, concerns, risks, and professional needs. Respond in a timely and appropriate manner to customers and UCX team member’s communications, including voice, written, and video conferences.Any other tasks or requests made at the direction of the Service Desk Manager or his/her designee.
Skills/Qualifications
Requirements
Outstanding customer service skills
A willing - “can do” attitude 1 year of experience in an information technology work environment
Excellent understanding of Microsoft Windows, Microsoft Office, desktop support, printer operations, and ticketing processes.
Working knowledge of basic network troubleshooting and server maintenance tasks. Excellent communication skills both written and verbal forms.
A valid drivers license and the ability and willingness to travel to sites to provide support.
The ability to be punctual and keep to commitments.
The ability to lift 20 pounds to transport equipment as needed
Preferred
Strong understanding of systems, networks, and security principals and theory.
Industry certification in information technology (i.e., CCNA, Network ) or a secondary education degree in the computer sciences.
Job Type: Full-time
Pay: $50,000.00 - $65,000.00 per year
Benefits:
Dental insurance
Health insurance
Paid time off
Vision insurance
Salary : $50,000 - $65,000