Associate IT Technical Support

Summary:

Focuses on providing the first line of support for IT operations which is mainly responsible for incident and service request management in MyPortal. Also provides technical knowledge enhancement, manages the escalation process, and handles the critical process of account termination. Supporting the clients globally in a 24x6 setup with a flexible working schedule.

**This is a hybrid role. New hires report on-site for the first 3 months of employment before transitioning to a hybrid set-up.

Responsibilities:

• Manage tickets in MyPortal – ServiceNow that covers APAC, NORAM, and other Engie Impact offices.

• Triage issues according to type – Service Request and Incident Tickets – escalation to L2 Support or appropriate support.

• Able to support client applications such as Citrix, Platforms, and/or AVITrack/Wings.

• Able to support clients using remote tools (ConnectWise and BeyondTrust).

• Able to assist clients through phone calls.

• Responsible for Queue Management process.

• Update and create Knowledge Based articles.

• Handles escalation to Engie IT groups through PagerDuty Tool.

• Responsible for processing the termination tickets for all regions.

• Configure and set up computers and other hardware peripherals.

• Works with L2 support for IT-related onboarding and offboarding procedures.

• Assist in the implementation of system changes for every workstation and user account. Example: Domain-to-domain migration, implementation of new cloud-based platforms, and latest Windows versions.

• Creates incident reports.

• Works with the Information Security and Infrastructure team on implementing security initiatives across the company, such as security patches and bandwidth utilization.

• Provides support for corporate events such as town hall meetings and conventions.

• Setting performance and career goals in SEZAME.

• Miscellaneous duties/projects as assigned.

Requirements:

• Minimum of at least 1-2 years of experience in a Helpdesk or ServiceDesk.
• Must have at least 1-2 years of experience in ticketing platforms.
• In-depth troubleshooting and documentation creation experience.
• Must have in-depth experience with Microsoft 365 applications.

Qualifications

Education:

• A Bachelor’s degree in Computer Science, Information Technology, or equivalent areas of focus.
• Other combinations of education and experience considered.

Preferred Skills (not required)

• ITIL v4 Foundation trained/certified.
• Experience on ServiceNow
• Experience on Citrix Workspace
• Experience with Azure applications.

Skills/Abilities:

• Basic knowledge of computers and common software
• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Excellent interpersonal skills to foster cooperation among users, support teams, and peers.
• Ability to work with minimal supervision.
• Client-first oriented approach to service.
• Proven ability to solve complex problems under pressure.
• Flexible in terms of schedule rotation.
• Must have in-depth experience with Microsoft 365 applications.
• Able to work on shifting schedules.

Work Environment

• Shifting Schedule from Monday to Saturday 24/6 including Holidays.
• Performing duties and attending events during the evening and on the weekend occurs occasionally and may be required.
• Works on a hybrid setup (Onsite and WFH - Typically, 3 days onsite, 2 day WFH weekly)