Title Service Desk Engineer
Job Information

(Respond to: Diane Katz-Primesoft Inc. diane.katz@primesoftinc.com Joan.Amenn@primesoftinc.com)

Job description
Service Desk Engineer 2
Location(s): Port St. Lucie, FL or Rockville Maryland
Timeframe: Immediate-No Third Parties- US Citizens or Green Card Holders
About the role: Service Desk Engineers work as part of our Technical Engineering Center (TEC) in providing remote technical support to Client’s customers in a 24X7X365 environment. In this position, you’ll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount!
Position Responsibilities:
§ Provide telephone/email technical troubleshooting support to the entire Client’s customer base of about 1,000 small-medium sized businesses. Our customers require IT support ranging from supplemental support to total IT management.
§ Perform advanced troubleshooting and resolving various technical issues related to computer hardware and software problems.
§ Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way.
§ Log accurate and detailed case notes within the Client’s ticketing system.
§ Serve as technical escalation point of contact for Level 1 Service Desk Engineers.
§ Recognize, predict, and communicate potential issues and possible failure points in client systems and processes.
§ Configure and troubleshooting end-user issues related to the following technologies: Windows Server, Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus, and Malware software, Spam Filtering, and Microsoft Office Applications.
§ Following up on open tickets, keeping the clients informed of any updates to their tickets along the way.
§ Keep client documentation up to date as needed.

(Respond to: Diane Katz-Primesoft Inc. diane.katz@primesoftinc.com Joan.Amenn@primesoftinc.com)