Join the REST Solution team!
We are first looking for personalities who share the same values of service.
The purpose of IT Service Desk Engineer is to provide first level of support to deliver quality service to customers and be able to meet or even exceed service or operational level agreement (SLA or OLA). This is fulfilled through working with applications or systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.
In this role, you will provide an effective diagnostic evaluation of Customers’ needs and in all cases use good judgment and timeliness in responding to and resolving each issue/ request to the customers’ satisfaction. Resolution includes but is not limited to the following: Identify, research, and resolve technical problems, timely response to telephone calls, email, and personnel requests for technical support. The position also required accurate documentation and tracking and monitoring the problem to ensure a timely resolution. Support and demonstration of the REST Solution’s values and expectations for customer support and satisfaction are fundamental to this role.
In this role, you will be the primary point of contact to the LOB (Line of Business) client in dealing with technology service proactive improvements, Relationship Management and overall Service Improvement Programs. They require the ability to manage and interact with Senior Level Executives within the business, respond to any and all service concerns regarding the support and ensure restoration of service issues along with the Service Delivery Director. You are required to identify and drive methodologies and processes that support world class standards of Production Stability and identify and manage key targeted areas for improvement. Ensure that Service Level Management best practices exist across all service platforms driving service efficiencies.
Responsible for the implementation, deployment, and architecture of cloud projects (AWS, Azure, GCP) for internal needs or for customers. With this career, you will also be requested to help on other projects or IT support if needed. For this position, you will be able to demonstrate proficiency with the design, implementation and support of cloud solutions and exhibit strong project management and communication skills.