The purpose of this role is to provide onsite support for escalated technical issues that first line staff is unable to address and represent the Technology team in onsite incident, problem management resolution, and projects and software delivery Job Title : Desktop & Services Support Engineer Job Description : Analyses and resolves information system issues related to the desktop computing environment, network applications, production applications, and hardware.
Closely monitors ticket queue to respond to and resolve client inquiries escalated within established Service Level Agreements (SLA).
Documents all end-user requests and interactions in ticketing system. Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.
Builds relationships with first line teams to create a cohesive support team Assists senior staff with functional tasks to support desktop environment projects such as software upgrades, patching, computer imaging, network upgrades, etc.