As a SME - Desktop Engineering, you will serve as the first point of contact for customers seeking technical assistance. Your role will encompass troubleshooting a wide range of technical issues, particularly those related to Microsoft 365 (M365), providing desktop and application support, managing escalated issues, and coordinating with vendors. You will also handle user onboarding and offboarding, as well as laptop/desktop hardware issues. Experience in supporting US-based clients is a key requirement.
Key Responsibilities:
- Incident Management:
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- Receive and log incoming support requests via phone, email, or ticketing system.
- Prioritize and categorize incidents based on severity and impact.
- Troubleshoot and resolve complex technical issues related to hardware, software, and network infrastructure.
- Escalate unresolved issues to higher-level support teams or vendors as needed.
- Document incident resolution steps and knowledge base articles for future reference.
- Problem Management:
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- Identify and analyze recurring incidents to determine root causes.
- Implement preventive measures to minimize future occurrences of similar issues.
- Develop and maintain technical documentation and procedures.
- Customer Service:
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- Provide excellent customer service by communicating clearly and effectively with end-users.
- Maintain a positive and skilled attitude, even under pressure.
- Keep end-users informed about incident status and resolution progress.
- System Administration:
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- Provide smart hand support whenever possible or coordinate with appropriate personnel for assistance.
- Perform troubleshooting using diagnostic techniques and relevant questions to resolve customer issues.
- Troubleshoot Wired, Wireless, and VPN Networks, Active Directory, Office applications, and Microsoft 365 components (e.g., SharePoint, Teams, OneDrive, Exchange).
- Provide desktop support to end users, including MS Outlook, M365 applicatio