The Support Engineer role is responsible for all desktop hardware, operating system, business application support, and general technical assistance for a diverse set of corporate and contact center workers.  This role utilizes incident and service request management tools for logging, tracking and communication of technical support issues. Common activities include running diagnostic programs, isolating and troubleshooting problems, engaging in incident response scenarios, and implementing new solutions.

Must be familiar with contact centers, be able to engage and communicate with users from around the globe, proactively address technical support needs regardless of the end user’s technical savvy/skill, work effectively in high stress scenarios, balance competing priorities.

SPECIFIC SKILLS AND REQUIREMENTS

• Expert knowledge with Active Directory function, administration and policy controls
• Expert knowledge with Operating Systems and enterprise software solutions such as: Microsoft Windows, Microsoft Azure, Microsoft Office365, ServiceNow, Workfront, Access Control & Biometric systems
• Working knowledge of Active Directory, Group Policy, Domain Services (such as Print, DHCP, DNS) and network connectivity
• Working knowledge of Role-Based Access concepts and their use in licensing, permissions, and administration  
• Working knowledge of ITIL principles and their practical application
• Working knowledge of server and client hardware, software and technologies
• Working knowledge of compliance initiatives, audits and certifications
• Working knowledge of PC hardware and Microsoft Windows software
• Experience using ServiceNow or similar ITSM solutions