Support Desk Engineer

Job Description

We are seeking 2 dedicated Support Desk Engineers for a full-time direct hire opportunity. This role is crucial for ensuring client satisfaction at Endurance IT (EIT). The Support Desk Engineer will uphold EIT’s company standards and core values while delivering exceptional support from a remote call center environment. The primary objective is to ensure timely incident resolution and superior customer service. Reporting to the Support Desk Manager, the Support Desk Engineer must perform each essential function satisfactorily and possess an in-depth knowledge of the EIT client base.

Responsibilities

• Provide professional, timely, and polite support to all clients.
• Maintain in-depth knowledge of tools and ticketing procedures.
• Follow standard help desk protocols and guidelines.
• Identify, troubleshoot, and resolve computer and network-related problems.
• Understand client Line of Business (LOB) applications and associated third-party vendors.
• Stay current with system information and IT updates.
• Manage incoming phone calls, maximizing availability and minimizing missed calls.
• Resolve an average of 10-12 tickets per day.
• Maintain accurate ticket statuses and report time worked.
• Record all troubleshooting efforts and communications on tickets.
• Ensure SLA timelines are met and follow escalation procedures.
• Collaborate with co-workers and team leads for speedy resolution.
• Review and update assigned tickets daily.

Qualifications

Benefits

401(k)

Dental insurance

Health insurance

Paid time off

Vision insurance

Requirements

Office 365