Tektalent Cover Letter

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Service Desk Engineer Cover Letter At Tektalent

Tektalent

We have been asked to assist with recruiting a Service Desk Engineer to join the level 2 team

this is a technical role taking escalations from the level 1 team

you will be able to get your hands dirty & problem solve complex technical problems for a wide array of client's and modern infrastructure environments. This role will be expected to provide customer service excellence

support team members and continually improve both yourself and the business through your individual & team contributions. This is a permanent role & offers the luxury of being hybrid which heading into 2025 is a luxury not many businesses are still offering. Position-specific tasks and responsibilities: Provide a primary point of escalation for the service team Responsible for resolving level 1-2 technical issues & communication to clients and service team Coordinate escalation management events including incident owner

problem owner

and other professionals Provide second point of contact for all incoming support calls and emails Provide application

network

and infrastructure support for clients Respond to and Resolve tickets within agreed Service Levels Agreements (SLA’s) Collaborate and escalate any level 3 issues to the Senior System Administrators/SME Specialists

Team Lead or Service Operations Manager Provide deskside support and onsite visits to a variety of clients both scheduled and reactive Enter all ticket and time entries into the CRM Database (ConnectWise) Ensure quality of service to clients is maintained by providing excellent customer service to a variety of clients Establish a mentor partnership with junior service staff Skills and Experience Required: 2+ years of technical support experience for an MSP (Managed Services Provider) Exposure & technical experience with; Networking (WatchGuard / Forti / Aruba / Ubiquiti) Phones (SIP

Teams

3CX) Cloud & Applications (Sharepoint

Wintel

Azure) Modern Microsoft stack (Microsoft 365

Windows server) Security (MDM

Sophos

Defender

Tenable) Virtualisation & Infrastructure Excellent communication

time management and organisation Team player with the ability to actively listen

process feedback

reflect

learn and help others learn.

By Jaylah Catlin

[Your Address] [City, State, Zip] [Email] [Phone Number] [Date] Chris Tektalent [Company Address] [City, State, Zip] Dear Chris, I am excited to apply for the Service Desk Engineer position at Tektalent, as advertised. With over two years of technical support experience in an MSP environment, I passionately embrace the opportunity to delve into complex technical problems and provide exceptional customer service. What draws me to Tektalent is the company’s commitment to excellence and its hybrid work model heading into 2025— a rarity in today’s job market. The chance to work with a diverse clientele and modern infrastructures excites me, and I am eager to contribute to your level 2 team. My background in networking (including WatchGuard and Forti), cloud applications (like Azure and SharePoint), and modern Microsoft technologies ensures I am well-equipped to tackle escalated issues effectively. In my previous roles, I consistently delivered stellar customer service while resolving tickets within agreed SLA standards. I thrive on collaboration and have established mentorship partnerships with junior staff, fostering a positive and learning-focused environment. I am particularly motivated by Tektalent’s approach to continual improvement, both on an individual and organizational level. I believe my proactive communication skills and problem-solving mindset will complement your team beautifully. Thank you for considering my application. I look forward to the possibility of enriching Tektalent’s service desk operations! Warm regards, Jaylah Catlin