The Technical Support Engineer I role is responsible for delivering quality customer service to the Firm by providing accurate technical assistance in the resolution of incidents via phone and ticketing system. Assesses nature of customer s problem or request; provides basic to mid-level troubleshooting; reviews technical documentation and knowledge base for documented solutions; and either resolves the issue or escalates to next level in the support chain. In this role, the Technical Support Engineer I is charged with participation in the Incident Management process and continual process improvement working with senior members of the team to make improvement recommendations. Additionally, the Technical Support Engineer I must maintain up to date knowledge of current systems and hardware to ensure correct and consistent application of firm-wide policies and procedures.
The Technical Support Engineer I is responsible for performing information systems administrative procedures and maintenance documentation for functional areas such as user account provisioning, user account maintenance, data security administration, systems operations tracking, and de-provisioning accounts. In this role, the Technical Support Engineer I is charged with developing processes necessary to complete the assigned tasks utilizing existing Human Resource, Office of the General Counsel, IT and business line policies. The Individual in this role will work with confidential information obtained through IT systems, HR, Office of the CISO, Compliance Office, and Office of General Counsel. Personal information, including HIPPA information, will be seen by this individual. An alternative work schedule, on-call work and weekends may be required. Moderate amount of travel may be required related to projects, training or support for several days at a time.
Job Duties
- Gathers all relevant information about an incident or problem to correctly identify and categorize the issue.
- The ability to walk customers through the problem-solving process.
- Uses the Knowledgebase system to help determine the root cause of a problem.
- Evaluates issues and escalates as needed to a higher level or other resource as appropriate using the provided Service Desk Process manual.
- Ensures that all documented processes are adhered to and departmental compliance is achieved including proper recording, documentation, and closure of all incidents and problems worked
- Works with senior members of the team to help determine possible incident trends.
- Reviews active problem tickets to ensure updated workarounds and fixes are applied properly.
- Creates technical documentation and FAQs for addition to the ServiceNow Knowledgebase
- Reports for After Hours Support duty by roster for out of hours emergency on-call support
- Notifies Knowledge Centered Support (KCS) team in the event of identified inaccuracy of content in the ServiceNow Knowledgebase
- Collaborates with other Service Desk personnel on projects for Service Desk improvements.
- Pro-Actively contacts Compliance Office, Human Resources, Office of the CISO, or Office of General Counsel for non-conformance to Firm policies
- Prepares and maintains documentation of operations standards, policies, and procedures.
- Accountable to maintain confidential and sensitive information obtained during job functions.
- Manages user access to internal and external systems and network-based programs.
- Accountable to completes periodic audits of user access to various systems.
- Follows up with other IT departments and individuals on aging Incidents and Requests
Supervisory Responsibilities:
Qualifications, Knowledge, Skills and Abilities
Education: Bachelor s degree Experience: Two or more years of experience in a technical support environment or other qualifying experience is required
- License(s)/Certification(s):
- Microsoft Certified Professional preferred. (MCP)
- Microsoft Certified Desktop Support Technician preferred. (MCDST)
- Microsoft Certified IT Professional preferred (MCITP)
- Laptop/Desktop hardware technician certification preferred.
Software:
- Microsoft Windows 10 or higher Operating System
- Microsoft Office Suite 2016 or higher
- Adobe Acrobat Standard
- VPN software
- Language(s): Proficiency in English (verbal and written)
Other Knowledge, Skills Abilities
- Excellent interpersonal and customer relationship skills
- Strong problem-solving and technical troubleshooting skills
- Ability to learn quickly in an ever-changing environment.
- Capable of working well under pressure while dealing with unexpected problems in a professional manner
- Strong oral and written communication skills, including the ability to communicate and interact with all levels of employees and management.
- Capable of successfully multi-tasking while working independently or within a group environment
- Capacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures.
