Service desk Engineer - Virginia, United States - Noralogic Inc

Description

Greetings from Noralogic

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Service desk Engineer with Desktop Support background

Onsite role to be worked from 15900 Sabra Way. Colonial Heights VA-23834

Contract to Hire

Vaccination is mandatory

Responsibilities

First point of contact for end users and internal team for support.
Responsible to solve client issues in an effective and timely manner as prescribed Service Level Agreement (SLA)

User administration

Proactively contribute to maintaining and expanding service desk knowledgebase to prevent knowledge silos.

Maintain records of tickets opened/updated/closed and telephone calls answered

Practical Experience Of Service Desk Toolsets - SNOW

General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory

Proven service industry front line experience with handling high value/critical customers

Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers

The first line of support is usually provided via chat, phone, and email communications.
Identify and diagnose issues and problems.
Categorize and record reported queries and provide solutions.
Support problem identification. Advise users on appropriate course of action.
Log, validate and diagnose user issues, on the full range of products and applications used.

Provide user with a solution through information gathering, analytical troubleshooting and problem research, or route or escalate the user to the appropriate resolution group.

L1 support Engineers have basic knowledge of product/service and skill to troubleshoot a very basic issue like password reset, software installation/uninstallation/reinstallation
Experience in L1 application technical support.
Direct unresolved issues to the next level of support personnel
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Create and update support documentation in accordance with standards to improve future troubleshooting efforts
Request and Incident Management Triage incoming requests and assign to relevant Support Level.
Ensure that all requests and incidents are responded within the time specified by the Service Level agreements

Skills And Requirements

Good to have ITIL certification.
Ticketing tools SNOW etc.
Knowledge of Incident, Problem, Change Management
Basic Knowledge of Applications.
Record events and problems and their resolution in logs
Follow-up and update customer status and information
8x5 support
Excellent oral & Written communication skills
Application, Infrastructure basic technical understanding.

Must have some experience in Deskside support.

Service desk Engineer Level 2

Communicate with staff or clients to understand specific system requirements.

Analyze requirements and develop design concepts or changes.

Document design specifications, installation instructions, and other system-related information.

Verify stability, interoperability, portability, security, or scalability of system architecture.

Collaborate with engineers or software developers to select appropriate design solutions or ensure the compatibility of system components.

Provide technical guidance or support for the development or troubleshooting of systems.

Identify system data, hardware, or software components required to meet user needs.

Provide guidelines for implementing secure systems to customers or installation teams.

Monitor system operation to detect potential problems.

Regards,

Priti Kumari

Technical Recruiter Noralogic Inc.

109 E 17th St, Cheyenne WY 82001

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USA:
WY, MD,


Mexico:
Guadalajara, Monterrey


India:
Noida UP


WBE and MBE company


ISO 9001:2015


WY Top 50 Minority owned growing company
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