Job Description

Position Summary

The Associate Service Desk Engineer is responsible for providing technical support and assistance to end-users and customers. The role requires strong communication and problem-solving skills, as well as technical expertise in various hardware and software systems.

The ideal candidate is someone who has a combination of technical expertise, communication skills, and customer service skills. They should be able to handle basic technical issues efficiently and professionally while providing excellent customer service to end-users. Additionally, an ideal Level 1 Service Desk Engineer should be motivated to continually learn and develop their technical skills, stay up-to-date with the latest industry trends and best practices, and seek opportunities to improve the IT service delivery and customer support processes.

Essential Duties & Responsibilities

  • Receiving and responding to customer inquiries and requests via phone, email, or chat

  • Providing technical support and assistance for hardware and software issues

  • Troubleshooting basic problems with computer systems, applications, and networks

  • Escalating complex issues to higher-level support staff as necessary

  • Creating and maintaining documentation related to support issues and solutions

  • Following established procedures for incident management, problem management, and change management

  • Participating in ongoing training and professional development to stay up-to-date with the latest technology and industry trends

  • Collaborating with team members to develop and implement best practices for IT service delivery and customer support

  • Other duties as assigned

Education & Qualifications

To be successful in this role, the candidate should have a degree or certification in computer science, information technology, or a related field. The candidate should also possess strong technical skills in areas such as network administration, operating systems, and databases, as well as excellent communication and problem-solving abilities. Additionally, prior experience in technical support or customer service is preferred:

  • Bachelor’s degree in Technology, Engineering, or Mathematics (STEM) or equivalent work experience

  • Minimum of 1 years of experience working in a technical field

  • Must be capable of dealing confidently and professionally with internal customers

  • Must be a team player and build good working relationships across all functions

  • Organized and analytical, able to eliminate obstacles through creative and adaptive approaches

Skills & Abilities Required

  • Must be capable of dealing confidently and professionally with internal customers

  • Must be a team player and build good working relationships across all functions

  • Organized and analytical, able to eliminate obstacles through creative and adaptive approaches

  • Strong knowledge of reliability engineering principles, tools, and techniques

  • Experience with reliability modeling, simulation, and analysis

  • Knowledge of reliability standards, regulations, and best practices

  • Experience with statistical analysis and data-driven decision making

  • Strong communication, collaboration, and problem-solving skills

  • Demonstrated ability to work in cross-functional teams

  • Experience with project management and process improvement methodologies (e.g., ITIL, Lean, Agile) is a plus

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Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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