Richard Fleischman & Associates

  • Service Desk Engineer

    Posted Date 1 month ago(5/9/2019 11:52 AM)
    Location
    UK-London
    Category
    Information Technology
    Experience Level
    Staff
    Shift (Days/Times)
    8AM to 5PM
  • Overview

    The Service Desk Engineer is the first line of support services to our customers via telephone, remote control software, or through on-site visits. To our callers it is the first experience of RFA’s high service standards, maintaining that standard is the main responsibility of the Service Desk.

     

    Our candidates are solution-oriented problem-solvers who can thrive in a fast-paced, sometimes stressful environment while maintaining a professional and composed demeanor. He/ She will utilize their active listening, critical thinking and communication skills to continuously provide exceptional support services while promoting RFA’s brand as a client-centric, full-service technology provider.

    Responsibilities

    • Fulfill Level 1 support requests such as break fix, password rests, ticket routing, etc.
    • Assist customers by confidently restoring services on incidents across RFA’s service portfolio at multiple levels.
    • Utilize the ticketing system to monitor and respond to tickets within RFA established SLAs.
    • Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to maintain overall client satisfaction.
    • Leverage critical thinking skills to find practical workarounds and permanent solutions.
    • Use appropriate judgment and apply most effective resolution methodology to properly escalate to other teams.
    • Act as a critical front-line and provide direct support to all RFA Clients.
    • Participate in knowledge management by documenting technical efforts.
    • Perform other duties as assigned.

    Qualifications

    • 2-5 years of recent and consecutive hands-on and remote IT support experience in an enterprise environment.
    • Financial services industry and MSP experience preferred.
    • Professional spoken and written communication.
    • Level 1 and Level 2 experience in MS Exchange, Active Directory, VPN Software, Microsoft Office, mobile platforms, and Apple computer products.
    • Knowledge of Citrix, Office 365, Azure, AWS, MDM (Mobile Device Management), and multi-factor security a plus.
    • Ability to work in a fast paced environment
    • Experience with ConnectWise or similar ticketing system preferred.
    • Experience with the ITIL framework or other ITSM preferred.
    • Exhibit a high-level of professionalism and sound judgment.
    • Able to lift and move boxes up to 25lbs.

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