Deskside Support Engineer II

About the role

FICO is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!

Opportunity

As an IT Deskside Support Engineer, you will join a team of Engineers who are motivated to deliver best-in-class customer service within a fast-paced and complex environment. As a member of this world-class team, you will serve as an escalation point for technical issues affecting FICO employees and infrastructure.

What You’ll Contribute

• Diagnose, prioritize, troubleshoot and resolve incidents and incidents reported by the users via telephone, chat, email or walk-ins.
• Identify and escalate tickets requiring urgent attention and action.
• Log all contacts and document all the activities and results accurately and completely within the incident management tool.
• Deal with and resolve helpdesk requests such as Outlook issues, operating system issues, printer problems, standard software, and antivirus.
• Generate and process trouble tickets and participate in the Change Management process where needed.
• Aid in process development and improvement, including technical documentation.
• Ensure that issues are addressed and Service Level Agreements (SLAs) are met.

What We’re Seeking

• Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN, and technologies.
• Proven communications skills (verbal and written).
• Knowledge on MSDN accounts, WebEx account, and software assignment.
• Knowledge on ITIL Framework and terminologies.
• Demonstrated problem-solving capabilities.
• Rapid troubleshooting of hardware and software issues, escalations, and root cause analysis in problem solving.
• Open to working in a 24x7 environment with rotating shifts and rotating weeks off.

Our Offer to You

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers, and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits, and rewards programs that encourage you to bring your best every day and be recognized for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
• The targeted base pay range for this role is: $84,000 to $132,000, reflecting differences in candidate knowledge, skills, and experience.

Why Make a Move to FICO?

• Develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics.
• Play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.
• Help change the way business thinks!

At FICO

• We promote a culture of inclusion and seek to attract a diverse set of candidates for each job opportunity.
• We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.