Bee Talent Solutions | IT Support Engineer
3 days ago
We are seeking an IT Support Engineer for our client in San Francisco.
The IT Support Engineer will provide frictionless support, share best practices, and be a trusted advocate for their internal customers. A successful IT Support Engineer must have a strong understanding of common internet and SaaS applications (browsers, Slack, Google Workspace, Office, Okta), hardware (Apple/Windows), mobile phones and devices, networks, virtual desktops and operating systems. The ideal candidate will also have great attention to detail and will be comfortable working in a fast-paced environment. Quick issue resolution and regular proactive maintenance are key to keeping the organization running.
- Daily support and triage for their federal employees.
- Provide in-person and remote support to their employees (all worker types and employee levels). Requests will come in a variety of forms such as tickets, walkups, Slack and email.
- Meet and/or exceed Service Delivery SLAs and CSAT goals.
- Break/Fix support as issues are discovered and resolving issues in a timely manner.
- Proactively look for opportunities to increase customer and team productivity.
- Effectively communicate with their customers and stakeholders with empathy and a customer first mindset.
- Create knowledge articles and videos to enable the team and customers with technology best practices.
- Strive to resolve all employee support interactions on first touch, whenever possible, while proactively and conscientiously balancing competing demands in a fast-paced environment
- Ability to identify potential user issues as larger system or company-wide incidents.
Skills:
- 3+ years experience with Mac and PC technical support.
- 3+ years experience working in a heavily SaaS-based environment with responsibility managing user/role-based access to systems.
- 2+ years supporting VDI solutions (VMware, AWS).
- Flexible for early morning coverage and some late evening support.
- Experience with high-priority escalations and high-pressure situations.
- Strong ability to multi-task and successfully coordinate multiple projects simultaneously; ability to prioritize activities effectively, while ensuring a high level of accuracy and attention to detail.
- Excellent communication skills and customer service attitude.
- Self-starter with initiative and a high 'figure it out' factor.
- Proven desire to take ownership of tasks and projects and follow through to completion.
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