The Service Desk Support Engineer is responsible for providing outstanding customer service to our end users. Whether it'
s Tier 1, Tier 2, or Tier 3 support, we make it our mission to ensure we consistently deliver above and beyond support for applications provided to geographically dispersed operating units.
You love helping people, are a software whiz, and enjoy diagnosing and fixing problems. Be a part of an amazing team that keeps critical systems running 24 / 7 in support of our organization's directives.
JOB DUTIES & RESPONSIBILITIES
Dealing with incidents and problems in a professional, courteous manner over instant messaging (MS Teams), telephone, and email.
Taking ownership of incidents and problems and managing them in a logical and methodical manner.
Correctly logging incidents and problems, categorizing and prioritizing them in line with team procedures.
Conducting full and thorough diagnostics with end-users to enable the first point of contact incident and problem resolution.
Ensuring all incidents are progressed & cleared escalating to other internal and external teams as appropriate.
Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
Maintain and develop own knowledge and skills to assist with first-time incident resolution.
Identify and escalate repeat issues or service risks into service management teams.
Sharing knowledge with team colleagues.
Manage several scheduled tasks for customers, designed to ensure that the customer's systems remain operational.
Desktop Support / Tier 1,2,3 Services Support.
Assist in the development and adherence to procedures and policies.
Flexibility to work shifts equivalent to North American working hours (Pacific UTC -7 / -8 or Eastern UTC-4 / -5) including rotating weekend coverage.
Ability to follow defined SOP standards for incident resolution and ticket requests.
PREFERRED QUALIFICATIONS :
Requires an individual that is customer-oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software such as Infor CRM, ServiceNow, or Remedy.
Detail-oriented in order to capture customer inquiries appropriately.
Excellent oral and written communication skills and command of the English language.
Experience in Microsoft Servers 2008 to 2019.
Active Directory experience.
Proficient with Windows 10 OS.
Experience with Office365 / Exchange Online / Azure Administration.
Experience with Microsoft Teams.
Experience with VMWare, Hyper-V or other Virtual Server / Workstation Technologies.
Experience with SaaS solutions such as Salesforce and WebEx.
Experience with SharePoint.
Experience with MS Office365 applications.
Experience with VPN and remote connectivity.
Basic networking knowledge.
ADDITIONAL QUALIFICATIONS :
Ability to investigate, troubleshoot and resolve complicated technical issues
Ability to effectively prioritize and execute tasks in a high-pressure environment
Highly self-motivated and directed, with keen attention to detail
Proven analytical and creative problem-solving skills
Ability to communicate ideas in both technical and user-friendly language
Ability to work within a diverse geographically distributed team
Willing to adjust work schedule to accommodate business needs
Ability to adapt to different cultures with varying degrees of physical living standards, accommodations, and environments.
Able to sit at a computer workstation for extended periods and fully utilize the PC monitor, keyboard, mouse, and required programs.
Exciting Benefits we offer :
Medical Coverage Self & Dependents
Parents Medical Coverage
Employee Performance-based bonuses
Home Internet Subsidy
Profit-Sharing Plan Tenured Employees Only
Child Care Facility
Company Provided Lunch / Dinner
Professional Development Budget
Recreational area for in-house games
Sporadic On-shore training opportunities
Friendly work environment