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Service Desk Engineer

Remote:

Full Remote

Contract:

Full time

Work from:

Philippines

Offer summary

Qualifications:

1-2 years helpdesk experience, Basic M365 and Intune knowledge.

Key responsabilities:

Provide technical assistance to clients
Troubleshoot and resolve issues remotely
Document incidents and resolutions in ticketing system
Perform daily system health checks

Booth & Partners Large https://boothandpartners.com/

1001 - 5000 Employees

See more Booth & Partners offers

Job description

Your missions

About the Client:

Insentra, originating from four IT professionals in a Sydney garage, has evolved into a global team of industry leaders and experts. Their business ethos revolves around fostering win-win scenarios, nurturing strong relationships with partners, and ensuring mutual success. With a commitment to proactive and responsive support, Insentra aims to uphold its reputation and enhance client satisfaction.

Job Summary:

We are looking for an experienced Service Desk Engineer to provide responsive proactive support. A Service Desk Engineer must have good technical knowledge and be able to communicate effectively to understand the problem and escalate where necessary. The goal is to create value for clients that will help preserve the organisations reputation and business by being proactive and responsive to incidents, requests and monitoring alerts.

Responsibilities:

Serve as the first point of contact for clients seeking technical assistance through a web portal interface, email and telephone queries
Perform remote troubleshooting through diagnostic techniques and triage questions
Determine the best solution based on the issue and details provided by customers
Direct unresolved issues to the next level of support personnel
Record events and problems and their resolution in ticketing system
Perform proper ticket hygiene and management, detailed handovers, initial ticket triage and detailed call resolution notes
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Basic remote access solution support: Screen share, Citrix and AVD remote desktop, and remote control servers, Microsoft server administrative tasks
Basic administration of Microsoft cloud services - Azure and Microsoft 365
Basic diagnosis of Citrix tickets to pass information to L2/L3 engineers
Perform daily health checks on systems and record output in ticketing system
Follow documented procedures fully and consistently

Requirements

1-2 years helpdesk or service Desk experience
ITIL v4 certification – not mandatory but highly valued
Basic M365/Entra ID and Intune support
Knowledge of Citrix and AVD
Understanding of secure operations principles e.g. Zero Trust and Least Privileged
Competent written and verbal communication in English