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Posted: Friday, November 17, 2017 3:29 PM



As Service Desk Engineer II you will act as the first point of contact for Managed Service clients contacting Ipanema Solutions Hotel Service Desk to report issues and faults relating to their service.

The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the issue to one of our Service Desk Engineer II team members to investigate and resolve.

Throughout the ticket cycle, you will act as the single point of contact with the customer, maintaining ownership of the original issue and acting as the main point of contact between the customer and Ipanema Solutions. You will also provide timely updates and ensure the issue is given the correct level of priority and attention.

This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a base level of technical knowledge including Windows OS, iOS, Microsoft Office Suite and basic networking technologies.


Dealing with incoming issues in a professional, courteous manner over the phone and via email

Taking ownership of issues and managing them in a logical and methodical manner

Correctly creating tickets for client issues, categorizing and prioritizing them in line with team processes

Conducting full diagnostics with end users to enable first point of contact issue resolution

Ensure all tickets are progressed and cleared within SLA – escalating to other internal and external teams as appropriate

Managing tickets through their entire lifecycle from the first point of contact through to resolution while proactively keeping the client informed of progress

Diagnosing and resolving tickets to the client’s satisfaction

Maintain and develop own knowledge and skills to assist with first time issue resolution

Sharing knowledge with team members

Manage several scheduled tickets for clients to ensure that clients systems remain operational


Passion for customer support and desire to work as a member of a team

Excellent listening and English verbal communication skills

Base knowledge and understanding in networking; TCP/IP, Ethernet networks, Wi-Fi, Windows OS, iOS and Microsoft Office Suite

Natural Aptitude for Multi-tasking, Troubleshooting and Problem Solving

Highly organized and able to work on own initiative to complete the range of tasks required

Preferred experience in help desk or technical support environment

Flexible and willing to work outside of core business hours as required

Desire to deliver the highest quality workmanship.

Job Type: Full-time

**Please include resume (in word format) when replying to Ad. Thank you**

• Location: Ann Arbor

• Post ID: 42410297 annarbor is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017