Service Desk Engineer at Seven Up Bottling Company

Job Summary

• The Service Desk Engineers role is to ensure proper computer operation so that end users can accomplish business tasks.
• This includes actively resolving escalated end-user help requests within established SLAs.
• Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Responsibilities
Strategy & Planning:

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.

Acquisition & Deployment:

• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.

Operational Management:

• Assisting in providing Level I support when request volumes are high.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport with service desk customers.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledge base as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of servers
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups with Level I Technicians as required.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledge base and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

Position Requirements
Formal Education & Certification:

• College Diploma or University Degree in the field of Computer Science and/or 5 years equivalent work experience.
• Certification in CompTIA+, Google IT Support, ITIL V4,

Knowledge & Experience:

• Knowledge of advanced computer hardware.
• Experience with desktop and server operating systems.
• Extensive application support experience
• Working knowledge of a range of diagnostic utilities.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and
• questioning skills.
• Strong documentation skills.
• Fluent English.

Personal Attributes:

• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Work Conditions:

• 40-hour onsite work week.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.