They must record incidents correctly and categorize and prioritize them as per their team procedures. Engineers carry out an assessment of issues thoroughly with end users to aid in the first point of contact problem resolution. They manage active directory and group policies.
Engineers follow up on issue status and update information on the same. If they receive any feedback or suggestions, from clients, they pass them on to the appropriate departments.
They should be knowledgeable about networking and WAN technology. If they have certifications from CompTIA in A+ or Network+, it would be beneficial. They must have had hardware troubleshooting experience and be conversant with networking protocols and ITIL.
Find here about the service desk engineer roles and responsibilities