Service Desk Engineer

Service Desk Engineer Job Description Template

Our company is looking for a Service Desk Engineer to join our team.


  • Case progress feedback to customers;
  • First response customer interaction;
  • Remote support;
  • Case creation, classification, escalation and management;
  • Adhering to business processes and procedures.


  • MCSE / MCP / CCNA certification or qualifications are desirable;
  • Excellent communicator and inter-personal skills with good time management;
  • Logical approach to problem solving, methodical process follower;
  • A true passion and drive for creating an unmatched customer service experience;
  • Troubleshooting and resolving various technical issues related to computer hardware and software problems;
  • Stellar communication and the ability to speak clearly and explain just about anything to anyone over the phone and/or in writing;
  • A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry;
  • A strong desire to learn and focus to ensure we are helping our clients win with IT;
  • Industry certifications such as A+, Network+, MTA, MCSA-Office365, MCSA-Windows Server, MCSA-SQL Server, MCSE-Server Infrastructure;
  • Learning a ton, being faced with new challenges every day, and gaining exposure to all of the most cutting-edge technologies;
  • Taking ownership of customer incidents by providing telephone/remote/email support to Dataprise clients;
  • Bachelor’s degree in related field;
  • The ability to deliver excellence independently and as a team and excel in a fast-paced environment;
  • The availability to work flexible hours;
  • At least 8 to 10 years of remote/help desk experience, ideally in a managed IT service environment.