Service Desk Engineer - Associate

About the Role

The Service Center Engineer will be responsible for providing end – user assistance, issue resolution, installation, troubleshooting and restore services in support of applications, computer systems, peripherals, and devices. The Service Desk Engineer  reports to the AVP Manager of Corporate Technology in Lisbon.

Responsibilities:

• Provide Tier 1 end-user assistance, issue resolution, installation, troubleshooting and restore services in support of applications, computer systems, peripherals, and devices.
• Monitor, track and triage tickets in FreshService
• Collect and forward all relevant information prior to escalation to allow senior support to operate efficiently
• Perform root cause and impact analysis to investigate corporate application issues and make recommendations for potential solutions.
• User access provisioning/deprovisioning
• Adheres to department polices and procedures
• Attend weekly management meeting
• Partake in device refresh program globally.
• Collaborate with senior members on project initiatives.
• Assist in testing and deployment of new systems, platforms, and applications.
• Prepare hardware / software for new employees.
• Participate in after-hours on call rotation schedule.
• Develop and maintain support technical documentation
• Provides input to department playbooks and procedures
• Swiss German, High German, and English proficiency required.

Qualifications 

• 3+ years of recent end-user technical support experience  
• 3+ years of experience of Microsoft cloud-related technologies (O365, OneDrive, Exchange)  
• Minimum of 3+ years of experience in desktop technologies (Windows, MS Office)  
• Experience with PowerShell is a plus 
• Experience with Mac OSX is a plus  
• Experience with A/V systems is a plus 
• Experience with Freshworks is a plus 
• Excellent written and verbal communication  
• Strong time management and ability to prioritize  
• Able to thrive in a fast-paced environment and work effectively under pressure  
• Able to maintain composure and professionalism in stressful situations  

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us  Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/