Job title: Service Desk Engineer
Company: Westbourne IT Global Services
Job description: We are seeking a dedicated and motivated Service Desk Engineer to join our IT team on a part-time basis. This role involves providing support for technical issues, troubleshooting system problems, and ensuring smooth operations across our IT infrastructure. The engineer will serve as the first point of contact for all technical inquiries and incidents on Sundays and Mondays.
Key Responsibilities:
Serve as the primary point of contact for all IT-related support requests on Sundays and Mondays.
Provide timely, accurate technical assistance and troubleshoot a variety of IT-related issues (hardware, software, networking, etc.).
Manage and respond to service desk tickets, including logging issues, updating statuses, and resolving incidents.
Escalate unresolved issues to higher-level support when necessary.
Ensure proper documentation of issues, solutions, and processes for future reference.
Perform routine system maintenance, backups, and monitoring of the network to ensure optimal performance.
Assist with user onboarding/offboarding processes, including account setup, password management, and permissions.
Follow standard operating procedures (SOPs) to ensure compliance with company IT policies and security protocols.
Collaborate with other IT team members to address recurring issues and suggest improvements to current systems.
Required Skills and Qualifications:
Previous experience in an IT service desk or technical support role.
Strong knowledge of Windows and Mac operating systems.
Experience with troubleshooting common networking issues (e.g., Wi-Fi, VPN, etc.).
Familiarity with Active Directory, user account management, and password resets.
Knowledge of service desk ticketing systems (e.g., ServiceNow, Jira).
Excellent communication skills and the ability to explain technical concepts to non-technical users.
Strong organizational skills and attention to detail.
Ability to work independently and resolve issues with minimal supervision.
Preferred Qualifications:
Basic knowledge of cloud platforms (e.g., AWS, Azure).
Experience with ITIL-based processes or certifications.
Familiarity with remote desktop tools (e.g., TeamViewer, AnyDesk).
Work Environment: This is a part-time position requiring the candidate to be available on Sundays and Mondays. Remote work options are available, depending on the location. Fast-paced, collaborative, and customer-oriented environment.
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