Service Desk Engineer

1 month ago

Nashville, United States Ledgent Technology Full time

What You'll Do
We will expect you to provide technical support to our customers through all touchpoints, whether we are contacted by phone, via chat, or email - including walk-ins and chance encounters in the hallway.

As a Tier 2 Engineer, we will entrust you to bring your experienced, professional presence to working in person -- "deskside" -- with our agents and executives, and their staff, to provide support and resolve issues.

* You'll troubleshoot and resolve issues with our standard laptops and desktops, as well as mobile devices such as smartphones and tablets. You'll need to know the software running on those devices as well. Some of that software is commercial, such as the Microsoft 365 suite, and some of it is custom-built.
* Tier 2 Engineers typically look beyond simply resolving support issues, going further to discover patterns and ultimately suggest approaches or process changes to the Tech team that will improve the experience for our customers. In addition, we'll ask you to provide training to our customers to enable them to get the most out of their software.
* You will work directly with our product management and product development teams, providing feedback and insight into how our customers use software to do their work, and ensuring that supportability and insight into customer needs are baked into our product plans. We need your insight and ideas into how to improve the entire experience of working.
* You will assist your customers in helping them protect data, and you'll educate your customers and peers on security awareness.
* You will set an example for your peers in your ability to self-prioritize your work, and in your operational excellence: you will document all incidents thoroughly in our ticketing system, escalate where appropriate, follow up with customers, and resolve incidents in a timely manner.
* You will work on various projects and deployments from beginning to end, helping to define project scope, timeline, resource allocation, and tracking execution.

Who You Are
* You have a minimum of three years of experience providing technical support, both remotely and in-person, in a professional office environment.
* You have considerable experience supporting and troubleshooting Apple and Windows computer systems, iOS and Android mobile platforms, and current versions of Microsoft 365 (Office, Outlook, Teams).
* You should have experience working with enterprise information technology tools such as Microsoft Endpoint Manager (SCCM), JAMF, ServiceNow, and Bomgar. You should have experience with Active Directory and be adept at basic user and security group administration.
* You have experience supporting and troubleshooting the Adobe Creative Cloud suite, as well as voice-over-IP phone systems.
* As someone entrusted with sensitive company information, you know how provide a high level of discretion and consistently work to protect systems and data through your security awareness.
* You are passionate about "operational excellence," always ensuring that your touchpoints with your customers are documented, tracked, and properly resolved.
* You have a great ability to learn, and you are eager to expand your areas of expertise.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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