Service Desk Engineer
We are:Navisite, Part of Accenture has evolved to become a trusted digital transformation partner for growing and established global brands. We provide global capabilities, customer-centric solutions, and flexible approaches that are specifically rightsized for the needs of mid-market and small enterprise customers. This team specializes in digital transformation and managed services with deep expertise in cloud, infrastructure and application services dedicated to assisting clients in building a strong digital core. With experience across multiple cloud providers, enterprise applications and digital technologies, Navisite serves clients in the health and industrial, life sciences, technology, consumer goods and retail industries. Given their customer-centric solutions and flexible approaches, this team is adept at scaling our services for clients seeking to modernize and build more agile, resilient, and scalable businesses. The Navisite team of more than 1,400 members globally joined Accenture in January 2024. As part of Accenture, you will be working with an ambitious, collaborative team more empowered than ever to help customers modernize their IT for the AI era. You are:The Service Desk Engineer provides technical support to end users by troubleshooting, diagnosing and resolving software, hardware and connectivity issues. The role is the first point of contact for helping resolve IT issues.The Work:
Provide technical support for incoming queries related to hardware, software, and network problems via phone, email, or chat.
Troubleshoot and resolve issues related to operating systems, software applications, and hardware devices.
Respond to and manage service requests in a timely and professional manner.
Log and track all service desk incidents and requests in the ticketing system.
Identify, analyze, and prioritize technical issues based on severity and business impact.
Provide guidance to end-users on how to use various software tools and systems effectively.
Escalate complex or unresolved issues to senior IT support staff or specialists.
Maintain knowledge of common software and hardware issues to resolve problems efficiently.
Ensure proper documentation of all incidents, including solutions, to build a knowledge base for future reference.
Contribute to system updates and improvements based on user feedback.
Assist with the onboarding of new employees, including setting up accounts and access.
Abilityto support a 7x13, 7am to 8pm EST – shift rotations available.
Travel may be required for this role. The amount of travel will vary from 0 to 100% depending on business need and client requirements.Here's what you need:
Minimum 2 years of experience in a technical support or service desk role.
Minimum 2 years knowledge of Windows, Linux, macOS operating systems
Minimum 2 years experience with enterprise ticketing systems, including but not limited to: Jira and ServiceNow
Minimum 2 years experience with common hardware (laptops, printers) and software applications
At least one year of proven experience with troubleshooting and problem solving of various technical issues
Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)
Bonus Points if:
You have familiarity working with Active Directory
You have knowledge of Cloud Services support – AWS, Azure, Google Cloud troubleshooting
You have the ability to configure and troubleshoot VPNs, Mobile Devices and remote desktop solutions
You have use of remote support tools – Remote Desktop, Connectwise, Managed Engine
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