Desktop Support Engineer

Role: Desktop Support EngineerLocation: Montvale, NJJob Type: ContractRate: $30-$35/hrJob DescriptionThis role is the technical face and voice of Enterprise Technology Services (ETS), providing support for all services including End User Compute, P&C, Telephony, Networks, Hybrid Cloud, and Service Operations, as well as support for some products and services .The Technician receives requests and incidents escalated from Level 1 that requires deeper knowledge to troubleshoot and resolve. The role includes a mix of responsibilities, including general Business As, Usual support, identifying trends in incidents to support problem management, continuous improvement on knowledge management, and on-site field services support.Primary Accountabilities & Objectives:Provide second level support for incoming incidents and requests to Service OperationsAct as an escalation point for incidents and requests that Level 1 cannot resolveBuild and maintain advanced skillset/knowledge in troubleshooting ETS servicesBuild rapport and elicit problem details from Service Operations customersPrioritise incidents and requests according to defined processes to meet SLAsEscalation to vendors under existing support contracts, and tracking and documenting vendor compliance to existing SLOsEscalate requests and incidents to Level 3 or Product Engineer when requiredKnowledge sharing, including training Level 1 and Level 2 colleaguesReceive and document knowledge from Level 3 or Product EngineersDevelop knowledge base articles and FAQs for end users and contribute to technician knowledge base articles as neededIdentify and learn appropriate software and hardware used and supported by the organisationPerform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determinedManage on-site, walk-up support requests for hardware and software when requiredContribute to Transformation initiatives with insights, contextual knowledge, technical expertise, User trial, documentations etc.Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.