About this role
IT
Support Engineer II JD
Responsibilities
● Ability to resolve issues related
to printing, desktop hardware, and connectivity issues.
● Provide support onsite and remote
global locations.
● Ability to work with a ticketing
system and provide quality updates to internal customers and internal teams.
● Able to field escalations from
Tier 1 and apply advanced troubleshooting to resolve.
● Ability to solve complex support
tickets.
● Follow standard help desk
procedures and recommend changes for continuous improvement.
● Install, make changes and repair
computer hardware and software.
● Follow-up with employees to ensure
issues are resolved.
● Provide employee customer
assistance.
● Identify and escalate situations
requiring urgent attention, able to redirect problems to appropriate resources.
● Handle user access requests within
security guidelines.
● Configure and deploy laptops in a
managed environment.
● Identify computers that are in
need of replacing.
● Log all help desk interactions in
ticketing system.
● Expand our ever-improving
automated helpdesk BOT system
● Working across time zones
● Responding to crisis situations in
a timely manner
● Meet team performance
requirements.
Core
skills
● Problem-solving
● Customer service skills
● Team player
● Professionalism
● Attention to detail
● Adaptability
● Quick learner, thorough, accurate,
organized, and productive
● Comfortable working in a
fast-paced environment
● Must be highly motivated with the
ability to self-start, prioritize, multi-task and work in a team setting
● Oral and written communication
skills
● Ability to work in English
Relevant
Experience
● Proven 3+ years working experience
in Information Technology
● Strong computer skills and
interest
● Experience in supporting both
Windows and Mac.
● IT Customer service experience.
● Experience with collaboration
tools ex: G Suite, Slack, ServiceNow, Okta and Zoom.us.
● Experience in Zscaler.
● Support users with email delivery
and quarantine issues in Proofpoint.
● Experience supporting Jamf and
Intune for device enrollment and management.
● Strong troubleshooting and problem
analysis
● Relevant certifications.