Service Desk Engineer L1

SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!

Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers’ customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it’s our people that make the connections happen.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading a global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

THE ROLE: Service Desk Engineer L1

Job Summary:

This is a 1st level position providing support on customer end user infrastructure level as well as acting as the first point of contact for any issues or requests, via phone, email or our ticketing system.

Job Responsibilities:

• Answering the phones and collecting information on issue/request.


• Scoping tickets logged via email or ticketing system.


• Understanding prioritisation as per ITIL Model.


• Creating / modifying tickets to ensure information such as Type, Technology, Priority is correct before escalating to the correct team.


• Working and resolving on Service Requests and Incidents from an End User perspective.


• Customer communication via emails and phones.


• Working with technologies such as Windows Server, Office 365, Windows 10, Basic Networking skills

Required Skills:

• Ability to communicate well with all levels of staff at client sites.


• Quickly build rapport and gain client confidence.


• Work individually and as a team.


• Be able to follow company procedures and methods.


• Available to work out of hours / weekends if necessary.


• Be a logical thinker.


• Have a proven track record in trouble shooting and problem solving.


• Be able to utilise all tools available to resolve 95% of issues at the first time of asking.


• Ability to quickly learn new products.

Education and Experience:

• Microsoft Windows Server


• Microsoft Windows 10


• Active Directory


• Office 365


• Strong networking skills (Good understanding of TCP /IP and ISO Model)


• MCITP / MCSA Preferable but not necessary


• Private/Public/Hybrid cloud experience is a plus

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ABOUT PRESIDIO

Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DE&I change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.

Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients’ IT teams, providing deep expertise and letting them focus on their core business. Within Presidio’s 40+ US offices and offices in Ireland, London, Singapore, and India.

For more information visit: www.presidio.com

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RECRUITMENT AGENCIES PLEASE NOTE:

Agencies/3rd Parties may not solicit to any employee of Presidio. Any candidate information received from any Agency/3rd Party will be considered a gift and property of Presidio, unless the Agency/3rd Party is an Authorized Vendor of Presidio with an up-to-date Presidio Contract in hand signed by Presidio Talent Acquisition. No payment will be made to any Agency/3rd Party who is not an Authorized Vendor, nor has specific approval in writing from Presidio Talent Acquisition to engage in recruitment efforts for Presidio.