Technical Support Engineer Role

Job Duties

• Gathers all relevant information about an incident or problem to correctly identify and categorize the issue.
• The ability to walk customers through the problem-solving process.
• Uses the Knowledgebase system to help determine the root cause of a problem.
• Evaluates issues and escalates as needed to a higher level or other resource as appropriate using the provided Service Desk Process manual.
• Ensures that all documented processes are adhered to and departmental compliance is achieved including proper recording, documentation, and closure of all incidents and problems worked
• Works with senior members of the team to help determine possible incident trends.
• Reviews active problem tickets to ensure updated workarounds and fixes are applied properly.
• Creates technical documentation and FAQs for addition to the ServiceNow Knowledgebase
• Reports for After Hours Support duty by roster for out of hours emergency on-call support
• Notifies Knowledge Centered Support (KCS) team in the event of identified inaccuracy of content in the ServiceNow Knowledgebase
• Collaborates with other Service Desk personnel on projects for Service Desk improvements.
• Pro-Actively contacts Compliance Office, Human Resources, Office of the CISO, or Office of General Counsel for non-conformance to Firm policies
• Prepares and maintains documentation of operations standards, policies, and procedures.
• Accountable to maintain confidential and sensitive information obtained during job functions.
• Manages user access to internal and external systems and network-based programs.
• Accountable to completes periodic audits of user access to various systems.
• Follows up with other IT departments and individuals on aging Incidents and Requests

Supervisory Responsibilities:

• N/A

Qualifications, Knowledge, Skills and Abilities

Education: Bachelors degree

Experience: Two or more years of experience in a technical support environment or other qualifying experience is required

• License(s)/Certification(s):
• Microsoft Certified Professional preferred. (MCP)
• Microsoft Certified Desktop Support Technician preferred. (MCDST)
• Microsoft Certified IT Professional preferred (MCITP)
• Laptop/Desktop hardware technician certification preferred.

Software:

• Microsoft Windows 10 or higher Operating System
• Microsoft Office Suite 2016 or higher
• Adobe Acrobat Standard
• VPN software
• Language(s): Proficiency in English (verbal and written)

Other Knowledge, Skills & Abilities

• Excellent interpersonal and customer relationship skills
• Strong problem-solving and technical troubleshooting skills
• Ability to learn quickly in an ever-changing environment.
• Capable of working well under pressure while dealing with unexpected problems in a professional manner
• Strong oral and written communication skills, including the ability to communicate and interact with all levels of employees and management.
• Capable of successfully multi-tasking while working independently or within a group environment
• Capacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures.