The IT Support Engineer is an IT professional with experience supporting end users at all levels of technical knowledge in all levels of the business. You will work to ensure the highest levels of end user productivity. This will be achieved through response time and turnaround of end user support requests. In this role you will be responsible for responding to incoming requests, via multiple tools, in a timely fashion. You will also triage requests and manage complex requests to completion. Tasks include but are not limited to:
Providing excellent customer service in assisting global users
Responding in a timely manner to service issues and requests
If unable to work request to resolution, capture all pertinent information for seamless transition to next team
Providing technical support across the company
Managing vulnerability notifications, termination notifications and other such high priority action items; escalation according to escalation matrix
Perform handover at end of day to review current requests with next online team
Engage, triage, and resolve executive related support issues due to the growth and increased presence in that office.
Your top goal is to ensure excellent service standards and maintain high customer satisfaction.
Document existing workflow, volume of tickets by department & location and propose improved workflow(s).
Ensure a positive customer experience
Serve as a first point of contact for customers seeking technical assistance, document issues and resolutions for future reference
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Also customer-oriented and patient to deal with difficult customers
Work with all levels of staff to ensure an optimal end user experience
Develop, maintain and document support processes for the team.
Field inquiries, troubleshooting requests and manage hardware, software or network problems, enter all information in Jira request
Recognize and escalate more challenging problems to the appropriate teams. Drive these issues to completion.
Maintain IT Asset inventory and ensure endpoints are in compliance and under management.
Interact with MDM infrastructure as needed to be accurate
Remotely support and maintain AV systems globally as needed.
Assist in onboarding users and deploying new technologies as required.
Participate in staggered schedule with teammates to ensure global IT support coverage
Stay abreast of current and developing technologies and identify training to further oneself
Strong professional demeanor and work ethic
Strong critical thinking skills
Experience communicating on a high level to a non-technical audience
Experience working closely with end users, team managers and senior leadership
Experience supporting cloud/SaaS services such as G Suite
Knowledge of Apple systems and software
Comfortable working in fast growth environments
Excellent communication & documentation skills
A focus on education to empower the user base for increased productivity
Ability to work with remote teams globally and possess cultural intelligence
Self reliant, yet works well within a team and is directed by global presence & management
Knowledge of ITIL preferred, in particular ITIL best practices