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Moksh Tech · 1 month ago

L3 Sr Service Desk Engineer

Troy, NY

Full-time

Onsite

Senior Level

5+ years exp

Moksh Tech is seeking an L3 Sr Service Desk Engineer to manage escalated service desk tickets and workflow. The role involves teaching resolution strategies to technicians, coordinating with team members, and ensuring timely responses to client inquiries.

Information TechnologyOffice AdministrationOutsourcingSoftware

Growth Opportunities

Responsibilities

Resolving escalated Service Desk tickets

Managing Service Desk workflow and serving as point of contact for Service Desk in absence of Director of Operations

Teaching escalated ticket resolution strategies and methodologies to Service Desk technicians

Preventing service failures by prioritizing quick close tickets, including unassigned

Updating clients or team members on progress and ETA for resolution

Managing ticket workflow with Service Coordinator, including:

Ensuring response time KPI using “Start Tick” code

Moving appropriate tickets to flight queue

Marking tickets awaiting confirmation

Anticipating needs of Service Desk technicians

Coordinating appropriately with TAMs regarding escalations and approvals

Monitoring voicemails received, alerts, and offline emergencies

Updating Director of Operations or team if there is a Q1 as soon as possible

Identifying continuous improvement trends in tickets and proposing solutions

Troubleshoot PCs, servers, laptops, etc., with client representatives and peers

Complete tickets in a timely manner or engage with team for assistance

Follow Daily Technician Checklist to ensure continued focus on current tickets

Update clients clearly and professionally daily for anything outstanding

Watch for and address any urgent alerts

Review and update documentation

Follow time-tracking and ticket notes and use tools such as RMM, PSA, and standard troubleshooting techniques

Resolve issues thoroughly and quickly

Act as escalation resource

Recommend long-term solutions to reduce potential for future issues

Assist in the on-call rotation for evenings/weekends (overtime)

Regularly meet with team and provide feedback on common issues

Complete training regularly or when requested by supervisor

Perform work both remotely and in the Groff NetWorks office

Be available to dispatch to client sites at any time when need arises

Qualification

IT Service Desk experienceOffice365/SharePoint troubleshootingActive Directory ManagementServer troubleshootingRemote Desktop Server experienceFirewall hardware experienceSwitch/vLAN configurationPrinter connectivity troubleshootingCustomer service experienceEnglishAttention to detailTeamwork ability

Required

Bachelor's degree in a computer science discipline or an equivalent combination of education, certification, and work experience

5 - 7 years of IT Service Desk or similar experience progressively responsible project management or leadership experience in an IT environment, or an equivalent combination of education, certification, and work experience

Flexibility in time commitment and role / project assignment

Commitment to contributing to a mission-driven organization

Experience proving IT reassurance in a fast-paced environment

Customer service experience both over the phone and in person

Standard work hours availability

A valid driver's license and reliable transportation