Support Engineer

• Provide onsite desktop support to customer end users in person, over the phone, and through ServiceNow ticketing system
• Receive and resolve ticket escalations, direct end-user escalations, and participate in Help Desk call queue
• Resolve problems reported via phone, web tickets or direct escalations and maintain ticket updates
• Provide first/second level contact and problem resolution for customer issues and timely communication on issue status
• Update and maintain Help Desk documentation and knowledgebase articles; review and create KB articles
• Configure and image desktops or laptops and perform walk-in technical assistance while onsite
• Travel to remote client sites within 45 minutes of the home office as required (one day a week)
• Answer phone calls and acknowledge/work incoming Help Desk web tickets by SLA; resolve or escalate as needed
• Work on tickets escalated by level 1 engineers and create tickets/return calls to customers by SLA
• Work on client-assigned projects and continually improve customer environment documentation
• Research and contribute technical information to the knowledgebase

Help Desk Support Engineer

Help Desk Support Engineer