GuidehouseRemote
Senior Service Desk Engineer
United States of America
Full Time
1 week ago
H1B Sponsor Likely
Key skills
Service Desk SupportHelpdesk SupportDesktop SupportOperating SystemsMS Office ApplicationsEmail SystemsInternet ConnectivityHardwarePeripheral SupportTicketing ToolsServiceNowITIL FrameworkInformation SecurityISO 27001Communication
About this role
Guidehouse is a company that provides user support services and is seeking a Senior Service Desk Engineer. The role involves providing technical assistance to global users, troubleshooting issues with operating systems and applications, and routing problems to the appropriate IT support staff.
Responsibilities:
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
- Troubleshoot research, diagnose, document, and resolve technical issues surrounding Operating systems, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment
- Route problems to internal next level IT support staff
- Solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis
Requirements:
- Candidate should have worked as Service Desk/helpdesk/desktop support Engineer
- Candidate should have strong communication skills in English both verbal and written who provides support to Global users by providing technical assistance
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
- Troubleshoot research, diagnose, document, and resolve technical issues surrounding Operating systems, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment
- Should have working knowledge in any ticketing tools. Preferably ServiceNow
- Route problems to internal next level IT support staff
- Should have quick learning and monitoring skills
- Knowledge in ITIL framework
- Knowledge in Information Security concepts aligning to ISO 27001 standards
- Documentation skills
- Solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis
- Willing to work only in Rotational Shifts to be a part of Global Support team supporting users in US and various other locations