Support Desk Engineer

Job Title: On-Site Support Desk Engineer

Location: Ft. Worth, TX

Job Overview:
We are seeking an entry-level On-Site Support Desk Engineer to support a railway company. The role involves responding promptly to technical issues, troubleshooting hardware, phones, and applications, and ensuring timely resolution of incidents. This position requires strong problem-solving skills, outstanding customer service, and a commitment to first-call resolution.

Key Responsibilities:

• Provide technical support for network and telecommunications infrastructure.
• Monitor systems using tools like CA Spectrum.
• Handle incidents, including severity level 2 with a goal of resolving within two hours.
• Manage and escalate issues as needed.
• Take live troubleshooting calls and respond to email support requests.
• Create and manage incident tickets in ServiceNow.
• Record detailed and accurate information for problem resolution.

Preferred Skills and Experience:

• 3+ years of experience in a help desk or call center environment.
• Familiarity with computer hardware, software, and multitasking.
• Strong communication and collaboration skills.
• Experience with Cisco technology (CCNA certification preferred).
• Knowledge of SDWAN, telecommunications, RF, microwave, and Wi-Fi.
• Exposure to railroad systems or fast-paced environments is a plus.

Requirements:

• 2–5 years of experience in technical support.
• On-site role, requiring hands-on support.
• Experience with incident handling, network monitoring tools (e.g., CA Spectrum), and IT ticketing systems (e.g., ServiceNow).
• Ability to coordinate vendor calls and manage dispatches.
• Strong troubleshooting skills and ability to work under pressure.