• Service Desk Engineer

    Posted Date 1 month ago(11/20/2018 2:46 PM)
    Location
    UK-London
    Category
    Information Technology
    Experience Level
    Staff
    Shift (Days/Times)
    8AM to 5PM
  • Overview

    This position will provide Client support for all desktop and server related issues via telephone and/or a remote location. In addition to staying abreast of industry trends and best practices, you will provide technical assistant to computer system users including problem assessment/resolution and software and hardware installation and configuration, when necessary.

     

    Our ideal candidate will be a solution-oriented administrator who can thrive in a fast-paced, sometimes stressful environment while maintaining a professional and composed demeanor. He/She will utilize their exceptional active listening, critical thinking and communication skills to resolve Client issues while promoting RFA’s brand as a client-centric, full-service technology provider.

    Responsibilities

    • Answer user inquiries regarding computer software and/or hardware operations to resolve client issues.
    • Troubleshoot Tier 1–3 issues, including Active Directory, Exchange & BES Server and DNS related issues.
    • Manually log all phone calls made to the Service Desk, ensuring that all issues are captured in the Service Desk software.
    • Perform analytical, technical and administrative work in the planning, design, and installation of new or existing processor based computer systems in a complex technical environment involving multiple computing platforms/technologies.
    • Resolve Client issues including referring major hardware and/or software issues or defective products to technicians for service.
    • Adhere to departmental procedures to ensure clients are kept well informed of ticket status and product availability in order to manage client expectation and ensure overall client satisfaction.
    • Perform other duties as assigned.

    Qualifications

    • 3+ years in a Client- interfacing Service Desk/Systems Administrator role.
    • Superior troubleshooting abilities enabling quick determination and resolution of software and hardware issues.
    • Able to use logic/reason to identify strengths and weaknesses of alternative solutions and apply most effective resolution methodology.
    • Excellent active listening, and written and verbal communication skills.
    • Able to demonstrate a sense of urgency while acting in a professional, calm manner ensuring excellent Client support.
    • Experience with Active Sync, Remote VPN Software, Disaster Recovery, and/or Anti-Virus; some back-end knowledge is preferred.
    • Able to stay abreast of changes and updates in relevant technologies.
    • Financial Service Support experience preferred.
    • 2 year degree or equivalent experience.

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