Support Engineer

About the role

SHI International Corp., founded in 1989, is a global provider of IT solutions and services with over $16 billion in revenue. With 17,000+ organizations relying on SHI's concierge approach, the company is committed to diversity and offers comprehensive benefits including health, wellness, and financial benefits.

Responsibilities

• Provide first-line response for remote customers requiring assistance with information technology issues and problems within SHI's cloud support customer portfolio.
• Respond to requests for technical assistance by phone, email, or using the service desk management system.
• Enter and manage all incidents and problems in the incident management system and liaise between customers and technical escalation teams.
• Energetically follow up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated.
• Troubleshoot software applications such as Azure Active Directory, Cloud PBX/PSTN, Microsoft Office 2013-2016, Microsoft Delve, Microsoft Intune Device Management, Power BI, Project Online, SharePoint, Skype, Secure Productive Enterprise (SPE), and Windows10.
• Support multiple versions of Windows Operating Systems.
• Troubleshoot and Support smartphone mobile applications.
• Support projects assigned by the Service Desk Lead/Supervisor.

Qualifications

• Completed Bachelor's Degree in a related field, or relevant work experience required.
• 2+ years of experience working in a Service Desk environment - preferably with a global organization.
• Excellent working knowledge of computer systems, hardware, and software.
• Experience supporting and troubleshooting Azure Active Directory, Office 2016, Office 365, mobile Office 365, Outlook/Exchange, and Windows 10.
• Must be able to work various shifts to support 24 by 7 by 365 operations.
• Must be able to participate in on-call rotation.

Skills

• Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels.
• Basic ability to tackle problems by using a logical, systematic, sequential approach.

Benefits

The estimated annual pay range for this position is $50,000 - $65,000 which includes a base salary. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.