TechKnowligence Helpdesk Rockstar Systems Administrator Helpdesk Engineer MSP

Andy Lim
November 20, 2020

Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Diagnose and resolve technical hardware and software issues such as PC issue, application and email issues. Responds to requests for technical assistance in person, via phone and email. Candidates must be self-motivated, have excellent customer service skills, and integrity beyond reproach. Start your help desk job description with an introduction to your company or service. You’ll want to stress the positive qualities you offer to employees and why a job seeker would want to work for you.

What are the skills for service desk engineer?

  • Installing new technologies and teaching end users how to operate them.
  • Providing remote technical support via internet or phone.
  • Backing up and restoring files.
  • Maintaining operating systems by repairing hardware and configuring software.

This position description is a communication tool and is not intended to be all-inclusive. Employee may be required to perform other duties to meet the ongoing needs of the organization. As long as customer service has existed there has been the customer who cannot be pleased. Finally, you may choose to advance your career by moving into a related field such as project management or IT management.

Average Salary

Resolve issues or escalate it to the appropriate team for resolution. Manage VOIP phone user, hunt groups, short codes, incoming call routes, time profiles, and auto attendants. Manage and maintain consistency of software configurations for the Citrix & VMWare environments. Such awareness means understanding the needs of their customers so they can get their problems solved as quickly as possible. Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels. Assists with the specification, development, research and evaluation of services standards.

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, help desk engineer and determines and implements solution. TechKnowligence is an IT service provider – competing in the space commonly referred by many as a Managed Service Provider.

IT Support Engineer Job Description

A help desk solution is the main point of contact for service requests and user issues. Demand for these workers will increase as organizations continue to outsource IT services and support to reduce costs. Service desk engineers will be needed to provide support for the vendors providing these services. The role of a Service Desk Engineer is one that requires constant attention to detail. They are responsible for handling customer inquiries and complaints, as well as providing technical support for the company’s products or services.

Some of the roles and responsibilities of an IT help desk include providing stakeholders of a business with the data they need to make support decisions around asset allocation, budgeting, scheduling, and all processes. An IT help desk engineer can expect to earn something between $55,000-$65,000 annually. Depending on the company, IT help desk engineers can also work per hour. At FieldEngineer, we vet all our IT help desk engineers according to skills and certifications, ensuring we find you the right person for the job. In general, senior infrastructure engineers reach similar levels of education when compared to help desk engineers resumes. Senior infrastructure engineers are 4.0% more likely to earn their Master’s Degree and 0.2% less likely to graduate with a Doctoral Degree. Additionally, information engineers earn a higher salary in the technology industry compared to other industries.

Responsibilities for Help Desk Technician

Repairing hardware malfunctions, software issues, and networking problems. Qualifications for a job description may include education, certification, and experience. Technical Support, 6%Organize, prioritize and assist with daily technical support in organizations with different support requirements.

  • But if you’re interested in companies where you might earn a high salary, help desk engineers tend to earn the biggest salaries at Bain & Company, Booz Allen Hamilton, and Cognizant.
  • There are industries that support higher salaries in each profession respectively.
  • This will require additional education and training, but it can lead to a more rewarding and challenging career.
  • An IT help desk is essentially a tool to help organize customer queries and complaints.
  • To be successful in this role, you need to have strong communication skills, be able to think critically, and be comfortable working with technology.
  • Additionally, information engineers earn a higher salary in the technology industry compared to other industries.

What’s more, is that the projected number of opportunities that are predicted to become available for a help desk engineer by 2028 is 83,100. Of course, the service desk role is technical in nature, but it is obvious that softer skills play an increasingly important role in achieving excellence. Communication, business context, emotional intelligence and marketing are just a few of the capabilities that any person working in this role needs to be continually trained on. Tier 2 jobs typically require two to four years of work experience and may require a bachelor’s degree or a two-year degree and additional, equivalent work experience in a help desk setting. The ideal candidate will possess superb communication skills, be technically strong and able to troubleshoot a variety of computer issues. Help desk personnel support just about everyone else in your business.

Author Andy Lim

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