GENERAL DESCRIPTION

The Support Engineer role is responsible for all desktop hardware operating system business application support and general technical assistance for a diverse set of corporate and contact center workers. This role utilizes incident and service request management tools for logging tracking and communication of technical support issues. Common activities include running diagnostic programs isolating and troubleshooting problems engaging in incident response scenarios and implementing new solutions.

Ideal candidates will be familiar with contact centers be able to engage and communicate with users from around the globe proactively address technical support needs regardless of the end users technical savvy/skill work effectively in high stress scenarios balance competing priorities.

ROLES AND RESPONSIBILITIES

• Serve as the first point of contact for end users seeking technical assistance over the phone or email
• Field incoming help desk calls and emails providing high quality customer service and desktop support with a goal of first call resolution.
• Install support and maintain end user devices including PCs Mobility Telephones and audio/visual equipment.
• Install support and maintain PC applications in a Windows 10 Active Directory environment. Software includes Operating Systems MS Office VPN System Management tools and various business unit software titles.
• Utilize flexible troubleshooting methods to identify define and resolve issues with user accounts profiles and access within our business ecosystem.
• Record categorize and prioritize inbound incident and service requests and escalate to the appropriate function or queue when necessary.
• Follow documentation procedures to record the resolution or client need recording all relevant information.
• Timely and consistent completion of assigned tickets/queues ensuring accurate and complete information.
• Thoroughly document new processes and resolution procedures for use in a document library or Knowledgebase where applicable.
• Be an active participate in the continuous improvement process.
• Participate in oncall responsibilities in support of a 24 x 7 production environment.
• Train and mentor new employees as needed to ensure mutual success.
• Complete assigned projectbased work.

SPECIFIC SKILLS AND REQUIREMENTS

• Expert knowledge with Active Directory function administration and policy controls
• Expert knowledge with Operating Systems and enterprise software solutions such as: Microsoft Windows Microsoft Azure Microsoft Office365 ServiceNow Workfront Access Control & Biometric systems
• Working knowledge of Active Directory Group Policy Domain Services (such as Print DHCP DNS) and network connectivity
• Working knowledge of RoleBased Access concepts and their use in licensing permissions and administration
• Working knowledge of ITIL principles and their practical application
• Working knowledge of server and client hardware software and technologies
• Working knowledge of compliance initiatives audits and certifications
• Working knowledge of PC hardware and Microsoft Windows software
• Experience using ServiceNow or similar ITSM solutions

ADDITIONAL REQUIREMENTS:

• Fluent in English: Written Verbal Comprehension

• Excellent oral and written communication skills especially the ability to communicate effectively with a diverse user base having varied levels of technical proficiencies

• Ability to organize plan and implement work assignments prioritize competing demands and work under pressure of frequent and tight deadlines

• Selfmotivated with the ability and maturity to be effective & productive in the absence of detailed instructions

• Demonstrated selfstarter and resourceful individual with experience working in fast paced and dynamic operational settings

• Strong teamwork and knowledge sharing skills

EDUCATION EXPERIENCE CERTIFICATIONS:

• Bachelors in computer related field

• 5 years experience in a technical support position providing enduser computing support

• CompTIAs A certification is desired
• Microsoft certification(s) such as Microsoft Security Engineer or Microsoft Administrator (Microsoft 365 are desired.

Night Shift

Hybrid (Eastwood Libis)