Service Desk Engineer II (Help Desk)

Location: Ann Arbor, MI
Service Desk Engineer II (Help Desk)
As Service Desk Engineer II you will act as the first point of contact for Managed Service clients contacting Ipanema Solutions Hotel Service Desk to report issues and faults relating to their service.
The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the issue to one of our Service Desk Engineer II team members to investigate and resolve.
Throughout the ticket cycle, you will act as the single point of contact with the customer, maintaining ownership of the original issue and acting as the main point of contact between the customer and Ipanema Solutions. You will also provide timely updates and ensure the issue is given the correct level of priority and attention.
This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a base level of technical knowledge including Windows OS, iOS, Microsoft Office Suite and basic networking technologies.
Job Description:
  • Dealing with incoming issues in a professional, courteous manner over the phone and via email
  • Taking ownership of issues and managing them in a logical and methodical manner
  • Correctly creating tickets for client issues, categorizing and prioritizing them in line with team processes
  • Conducting full diagnostics with end users to enable first point of contact issue resolution
  • Ensure all tickets are progressed and cleared within SLA – escalating to other internal and external teams as appropriate
  • Managing tickets through their entire lifecycle from the first point of contact through to resolution while proactively keeping the client informed of progress
  • Diagnosing and resolving tickets to the client’s satisfaction
  • Maintain and develop own knowledge and skills to assist with first time issue resolution
  • Sharing knowledge with team members
  • Manage several scheduled tickets for clients to ensure that clients systems remain operational
  • Passion for customer support and desire to work as a member of a team
  • Excellent listening and English verbal communication skills
  • Base knowledge and understanding in networking; TCP/IP, Ethernet networks, Wi-Fi, Windows OS, iOS and Microsoft Office Suite
  • Natural Aptitude for Multi-tasking, Troubleshooting and Problem Solving
  • Highly organized and able to work on own initiative to complete the range of tasks required
  • Preferred experience in help desk or technical support environment
  • Flexible and willing to work outside of core business hours as required
  • Desire to deliver the highest quality workmanship.
  • N/A
Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
April A. Estes
Senior Recruiter
720-439-2609 Direct
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