Bee Talent Solutions | IT Support Engineer

3 days ago


san francisco, United States Bee Talent Solutions Full time

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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