Job Description

On-Site Help Desk Engineer

Department: Managed Services

Employment Type: Full Time

Location: ClearFuze Networks - Santa Monica

Compensation: $25.00 - $40.00 / hour

As a Service Desk Engineer, you will play a pivotal role in providing high-quality, efficient technical support to clients. Your primary responsibility will be to resolve IT issues promptly, ensuring minimal disruption to client operations. You will manage incoming tickets, troubleshoot and resolve technical issues, and escalate more complex problems as needed. By delivering exceptional customer service and maintaining system stability, you will contribute to the overall success at ClearFuze and client satisfaction. This role requires both strong technical skills and the ability to communicate effectively with clients to address their needs.

Key Responsibilities

Technical Support:

• Provide top notch support for client inquiries via phone, email, or remote tools.
• Troubleshoot and resolve hardware, software, and network issues both remotely and on-site.
• Configure and support user devices, including desktops, laptops, printers, and mobile devices.

Incident and Problem Management:

• Document, categorize, and prioritize incoming tickets.
• Escalate complex or unresolved issues to the escalations engineer, service desk manager, or vendor resources as needed.
• Track and manage incidents through their lifecycle in the ticketing system.

Client Communication:

• Deliver clear and timely updates to clients regarding ticket status.
• Provide end-user training and best practices as necessary.

System Maintenance and Monitoring:

• Perform routine system checks, ensuring the health and security of client environments.
• Monitor the performance of client systems, networks, and applications to proactively identify potential issues.
• Ensure the stability and optimal performance of centralized services, including file servers, backups, and cloud-based applications.
• Identify and recommend improvements or optimizations for client systems to enhance performance and reliability.

Compliance and Documentation:

• Ensure compliance with SLA terms, security policies, and best practices.
• Maintain detailed documentation of tickets, troubleshooting steps, and solutions.

Key Performance Indicators

Ticket Metrics:

• First Response Time: Average initial acknoledgment to tickets within SLA targets (e.g., under 15 minutes for high-priority tickets).
• Resolution Time: Percentage of tickets resolved within SLA-defined timeframes.
• Ticket Volume: Number of tickets handled per week/month.

Customer Satisfaction:

• CSAT Score: Maintain a customer satisfaction score of 90% or higher.
• Feedback Reviews: Positive reviews and survey responses from clients.

Efficiency and Quality:

• First Call Resolution Rate: Percentage of issues resolved without escalation.
• Documentation Accuracy: Completeness and quality of ticket notes and technical documentation.

Daily Utilization:

• Utilization Rate: Maintain a daily utilization rate above 80%, demonstrating efficient use of time on billable work, proactive tasks, and client-facing activities.

Proactive Efforts:

• Recurring Issue Reduction: Identifying and resolving root causes to minimize recurring tickets.
• System Optimization Suggestions: Number of actionable recommendations made to clients.