Service Desk L3 Engineer
Apply NowCompany: InfiCare Software Technologies
Location: Dallas, TX 75217
Description:
Job title:- Sr. Service Desk L3 Engineer
Job location:- Dallas, TX Onsite position
Job description:-
6+ years of Phone support experience Mandatory
6+ years of Windows Technical Service desk experience is necessary.
Experience and Level 3 Expertise knowledge Windows 10, Window 11
Knowledge in windows buildout
knowledge with the following: Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM etc.,
ITSM ticketing tools such as Ivanti, ServiceNow etc.,
User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,
Remote desktop connectivity applications, Windows end point support
MS Office Suite and application support
Web Application, VPN knowledge
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions.
Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
Responsible for installing desktop applications and software
Work experience with SCCM patch deployments and SCOM monitoring tools
knowledge of scripting.
Highly self-motivated with keen attention to details
Here's how you'll contribute:
Support for laptop, desktops, and printers
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users
Route problems to internal 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
How we'd like you to lead:
Take part in and host regular knowledge sharing sessions, mentor more junior members of the team and support the continuous development of our practice.
We also want you to:
Ticket Management
Customer Satisfaction
First Call Resolution
Create SOP and Knowledge Base articles for top call generators.
Job location:- Dallas, TX Onsite position
Job description:-
6+ years of Phone support experience Mandatory
6+ years of Windows Technical Service desk experience is necessary.
Experience and Level 3 Expertise knowledge Windows 10, Window 11
Knowledge in windows buildout
knowledge with the following: Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM etc.,
ITSM ticketing tools such as Ivanti, ServiceNow etc.,
User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,
Remote desktop connectivity applications, Windows end point support
MS Office Suite and application support
Web Application, VPN knowledge
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions.
Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
Responsible for installing desktop applications and software
Work experience with SCCM patch deployments and SCOM monitoring tools
knowledge of scripting.
Highly self-motivated with keen attention to details
Here's how you'll contribute:
Support for laptop, desktops, and printers
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users
Route problems to internal 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
How we'd like you to lead:
Take part in and host regular knowledge sharing sessions, mentor more junior members of the team and support the continuous development of our practice.
We also want you to:
Ticket Management
Customer Satisfaction
First Call Resolution
Create SOP and Knowledge Base articles for top call generators.