Field Service Engineer

As a Desktop Support Engineer, you will be the first point of contact for our customers, providing 1st line diagnosis and resolution of their issues. You will maintain a high level of first-time fix rates by logging incidents and service requests from customers received via telephone, email, and the customer portal, processing them accordingly. Your role will involve providing excellent customer service and ensuring that end users receive value in every interaction. You will escalate tickets to resolver groups when necessary and keep customers updated on the progress of their tickets. Additionally, you will prioritize and manage your workload and tasks in alignment with our contractual Service Level Agreements and adhere to company policies, procedures, and standards. Keeping up to date with current appropriate technologies used by our customers and sharing any knowledge gained is also part of your responsibilities.