Service Desk Engineer – remote
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We are seeking an experienced Service Desk Engineer with at least 3 years of direct end-user support experience to join our client’s team. The ideal candidate will have a strong technical background and be proficient in Cisco AnyConnect VPN troubleshooting, Trellix endpoint protection, Azure licensing and user administration, ServiceNow, Office 365, and Windows 11.
- Remote position – Candidates local to Ohio preferred, but should at least be in client footprint.
- Occasional travel may be possible but would be rare.
Responsibilities:
- Provide timely and effective technical support to end-users via phone, email, and remote assistance.
- Troubleshoot and resolve issues related to Cisco AnyConnect VPN, Trellix endpoint protection, Azure licensing and user administration, ServiceNow, Office 365, and Windows 11.
- Create and maintain documentation on technical procedures and solutions.
- Collaborate with other IT teams to ensure timely resolution of incidents and service requests.
- Participate in the implementation of new systems and technologies to improve the overall IT infrastructure.
Requirements:
- At least 3 years of direct end-user support experience
- Strong technical skills in Cisco AnyConnect VPN troubleshooting, Trellix endpoint protection, Azure licensing and user administration, ServiceNow, Office 365, and Windows 11.
- Excellent communication and customer service skills.
- Ability to work independently and as part of a team.
- Certifications in relevant technologies is a plus.
- Bachelor’s degree in computer science, telecommunications, engineering, or related technical field is required.
- An equivalent combination of education and related experience may be considered.
Additional Requirements:
- Learn and adhere to policies, procedures, standards, codes and regulations relevant to assignments.
- Develop knowledge of infrastructure, environment, components, and facilities to enable more efficient and comprehensive responses to projects and problems.