Employment

The Service Desk Technician is responsible for handling first level support of service requests. This relates to all technology, to include:
workstations, servers, printers, networks, and vendor specific hardware and software. This is a critical role at XFER Communications and is designed to be a stepping stone to allow you to grow into becoming a project lead and network engineering roles.

Essential Duties and Responsibilities:

• IT Support relating to technical issues involving Microsofts core business applications and operating systems
• Support of disaster recovery solutions
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• System documentation maintenance and review in our ticketing system
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Knowledge, Skills, and/or Abilities Required:

• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast moving environment