Service Desk Support Technician

About the position We’re looking for a highly motivated IT Service Desk Technician ready to make an immediate impact. This role is vital for providing exceptional technical support, both in-office and remotely, ensuring our team can operate efficiently and effectively. This role requires in-office presence; applicants must currently reside in the designated geographic locations (hybrid in our Tempe, Arizona office). As part of the Engine team, you’ll play a vital role in an environment where innovation meets collaboration. Here’s what you’ll take charge of: Incident and Request Fulfillment: Responsible for managing tickets according to target SLAs and KPIs, ensuring the best possible service for our business partners while maximizing uptime on systems. Technical Support and Consultation: Acts as a trusted advisor to our internal business partners, providing technical support for laptops, printers, conference rooms, office networks and applications. User and Asset Management: Assists with onboarding and off-boarding of users, leading new hire classes and ensuring on-time delivery of hardware and access. Collaboration & Business Tools: Go-to resource for questions on key systems such as Google, Zoom, Slack, and more. Documentation: Responsible for ensuring Engine’s Knowledge Base is current and relevant, providing expertly crafted self-service documentation and internal troubleshooting guides.

Responsibilities

• Managing tickets according to target SLAs and KPIs, ensuring the best possible service for our business partners while maximizing uptime on systems.
• Providing technical support for laptops, printers, conference rooms, office networks and applications.
• Assisting with onboarding and off-boarding of users, leading new hire classes and ensuring on-time delivery of hardware and access.
• Serving as a go-to resource for questions on key systems such as Google, Zoom, Slack, and more.
• Ensuring Engine’s Knowledge Base is current and relevant, providing expertly crafted self-service documentation and internal troubleshooting guides.

Requirements

• 2-4 years of experience in technical support within an enterprise setting.
• Extensive knowledge of macOS and Windows operating systems, Google Workspace, Okta, and Slack platforms.
• Proven ability to use JIRA Service Management effectively.
• Relentlessly focused on providing exceptional support, empowering colleagues through technology, and building strong partnerships to drive shared success.
• Highly analytical with a knack for troubleshooting and analyzing problems.
• Highly organized, meticulously detailed and an excellent written and verbal communicator.
• Ready to roll up your sleeves, collaborate, and deliver results that matter.

Nice-to-haves

• Experience in Okta, Jamf/Intune and Meraki networking.

Benefits

• Competitive base pay tied to role and experience, with opportunities for bonuses, commissions, and equity.
• Full list of benefits at engine.com/culture

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