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Senior Service Desk Engineer
Ref No.: 18-02919
Location: New York, New York
Position Type:Direct Placement
Start Date: 09/20/2018
Job Overview: Senior Service Desk Engineer will be responsible for managing all areas of IT service desk experience and provide support to the business
An ideal candidate would be a well-rounded professional who would possess the technology and interpersonal skills to address all users' technology issues in a timely and friendly manner.

Job Responsibilities
- Provide friendly client facing support and quick response for all critical issues
 Understand, maintain and document client technology in order to maintain a functional user environment and their access to critical application platforms
 Educate technology users on the best ways to leverage our solutions
 Collaborate with cross-functional team members (Developers, Managers, Business Partners, etc.) to enhance our product and services
 Ensure our products and technology are used effectively and appropriately to add value to our businesses
 Be an active participant in the work to determine, develop and deploy new technology solutions to address specific business needs


Skills/ Knowledge
Very strong time management and client services skills, experience handling VIP dedicated services
 In-depth knowledge of Microsoft Windows Desktop and Office platforms
 Strong knowledge of Windows technology including AD/GPO, DNS, DHCP
 Experience with Office 365 and Intune
 Experience with security and Antivirus platforms
 Experience with software deployment and packaging
 Experience with Business Continuity technology planning and testing
 Knowledge of phone systems similar to Cisco/Avaya is a plus
 Knowledge of Microsoft Azure is a plus
 Cisco networking experience is a plus
 Experience with Data Center operations, power, cooling and cabling is a plus

Characteristics
Excellent interpersonal skills and the ability to build strong professional relationships at all levels, with both internal and external parties
 Enthusiastic in addressing all user reported issues in a timely and satisfactory manner; pro-actively addressing issues users may not be yet aware of
 A strong team player and a dedicated client advocate within the technology organization  Ability to work autonomously yet integrate appropriately with the team  Highly organized, efficient, and able to work with tight deadlines in a high-pressure environment  Excellent planning, organizational, implementation, and follow-up skills required

Experience Levels
3-5 years of experience providing end user support services, VIP services
 3-5 years of experience with Microsoft Windows and Office platforms
 3-5 years of utilizing ITIL based service desk model
 Microsoft, Cisco, VMware certifications and training are a plus
Bachelor degree in a Computer Science, Engineering or equivalent experience
 Master's degree in Computer Science, Engineering or similar discipline is a plus
 Additional technical certifications desirable