RDSS (Desktop Support Engineer)
Skal:Remote
Service Support:
- Acts as a level 2 support for technical issues, or escalation point from Level 1 Service Desk support
- Able to resolve technical issue remotely within the given SLA
- Provides technical support via remote connection (BeyondTrust) to large enterprise agency users
- Resolves software installation and software upgrade issues via Software Center/CCMCache
- Resolves access, sign-in issues, and general usage of M365 Office account
- Generates logs and screenshots required to escalate to third-party vendors
- Troubleshoots basic network connection issues
- Proactively shares and collaborates with colleagues for knowledge-sharing