Service Desk Systems Engineer
New England Innovations is an early pioneer in IT outsourcing and offshore software development business. We enable organizations adopt digital processes and customer engagement models to achieve outstanding results and end-user experience and help clients achieve this through enterprise-wide digital transformation, modernization, and optimization of their IT environment. New England Innovations’s decades of experience, deep domain knowledge, and technology expertise delivers transformational solutions to ISVs, enterprises, and SMBs.
We are looking for a Service Desk Systems Engineer!
Position Overview:
Service Desk Systems Engineer will provide technical support and assistance to end-users within an organization, primarily focusing on IT systems, products, and services. The Service Desk Systems Engineer will be critical in maintaining the company's IT infrastructure, troubleshooting technical issues, and ensuring smooth end-user operations. This position requires excellent problem-solving skills, strong knowledge of Microsoft technologies, and the ability to deliver exceptional customer service.
Roles and Responsibilities:
Provide Technical Support:
Send your CV and Cover Letter to humanresources@newenglandinnovations.com until March 3, 2024. Unleash your creativity and let’s build something extraordinary together.
We are looking for a Service Desk Systems Engineer!
Position Overview:
Service Desk Systems Engineer will provide technical support and assistance to end-users within an organization, primarily focusing on IT systems, products, and services. The Service Desk Systems Engineer will be critical in maintaining the company's IT infrastructure, troubleshooting technical issues, and ensuring smooth end-user operations. This position requires excellent problem-solving skills, strong knowledge of Microsoft technologies, and the ability to deliver exceptional customer service.
Roles and Responsibilities:
Provide Technical Support:
- Respond to user inquiries, diagnose, and resolve technical issues related to Microsoft products and services, including operating systems, applications, and productivity tools.
- Assist users with hardware and software installation, configuration, and troubleshooting.
- Collaborate with cross-functional teams to address complex technical problems and escalate issues when necessary.
- Demonstrate in-depth knowledge of Microsoft technologies, including Windows operating systems, Office 365, Azure, and other Microsoft cloud-based solutions.
- Stay updated with the latest features, updates, and best practices for Microsoft products and services.
- Assist users in maximizing the use of Microsoft tools and applications to improve productivity and efficiency.
- Effectively manage and prioritize incoming support requests, ensuring timely resolution and maintaining service level agreements (SLAs).
- Troubleshoot hardware and software issues, analyze root causes and implement appropriate solutions.
- Provide remote support using various remote assistance tools, ensuring minimal end-user disruption.
- Develop and deliver training materials and resources to help users proficiently use Microsoft products and services.
- Create and maintain comprehensive documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Follow security protocols and best practices to ensure data confidentiality, integrity, and availability.
- Assist in maintaining compliance with relevant regulatory requirements, such as GDPR or HIPAA, by adhering to data protection and privacy guidelines.
- Identify opportunities for process improvements and contribute to developing and implementing IT support policies, procedures, and tools.
- Collaborate with the IT team to evaluate and recommend new technologies or upgrades that align with business needs and improve overall IT infrastructure.
- Exceptional Customer Service:
- Provide professional and courteous service to end-users, ensuring a positive and satisfying support experience.
- Provide professional and courteous service to end-users, ensuring a positive and satisfying support experience.
- Communicate effectively with users verbally and in writing, explaining technical concepts clearly and concisely.
- Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).
- Strong knowledge of Microsoft technologies, including Windows operating systems, Office 365, Azure, and Active Directory.
- Experience providing technical support or helpdesk services, preferably in a corporate environment.
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues.
- Familiarity with incident management tools and IT service management (ITSM) processes.
- Good understanding of networking concepts, protocols, and troubleshooting.
- Strong communication and interpersonal skills with a customer-centric approach.
- Extensive experience as a Systems Engineer, with a strong focus on Microsoft products and technologies.
- In-depth knowledge of Windows Server, Active Directory, Exchange Server, SharePoint, and SQL Server.
- Proficiency in PowerShell scripting and automation for system administration tasks.
- Solid understanding of IT security principles and best practices.
- Strong communication and collaboration abilities.
- Certifications such as Microsoft Certified: Modern Desktop Administrator Associate or Microsoft 365 Certified: Enterprise Administrator Expert are a plus.
- Ability to work in a fast-paced environment and handle multiple priorities effectively.
- Full time, 5 days a week: Mon - Fri;
- Workplace in centrally located office in Tirana
- Employment contract in accordance with Labor Legislation
Send your CV and Cover Letter to humanresources@newenglandinnovations.com until March 3, 2024. Unleash your creativity and let’s build something extraordinary together.