Description:
iCapital is seeking a Service Desk Engineer to join the Corporate Technology department. This role is hands-on and requires the ability to handle various problems with expertise and exceptional judgment while working with end-users at the highest level within organizations. The ideal candidate has excellent problem-solving skills, is familiar with remote trouble shooting techniques, and is able to give clear technical instructions.
Responsibilities
- Provide end-user assistance, issue resolution, installation, troubleshooting and restore services in support of applications, computer systems, peripherals, and devices.
- Perform user access provisioning and deprovisioning.
- Assist in testing and deploying new systems, platforms, and applications.
- Prepare hardware and software for new employees.
- Perform root cause and impact analysis to investigate corporate application issues and make recommendations for potential solutions.
- Document incidents and tasks in Corporate Ticket Management system.
- Participate in after-hours during an on-call schedule.
Qualifications
- 3+ years of recent end-user technical support experience
- 3+ years of experience of Microsoft cloud-related technologies (i.e. O365, OneDrive, Exchange)
- 3+ years of experience in desktop technologies like Windows or MS Office
- Familiar and experience with VDI environments
- Experience with PowerShell, Mac OSX or A/V systems is a plus
- Experience with Freshworks and ServiceNow is a plus
- Excellent written and verbal communication skills
- Strong time management and the ability to prioritize tasks
- Able to thrive in a fast-paced environment and work effectively under pressure