Deskside Support Engineer II

FICO•San Diego, CA

3d•Onsite

About The Position

As an IT Deskside Support Engineer, you will join a team of Engineers who are motivated to deliver best in class customer service within a fast paced and complex environment. As a member of this World class team you will serve as an escalation point for technical issues affecting FICO employees and infrastructure.

Requirements

Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies.
Proven communications skills (verbal and written).
Knowledge on MSDN accounts, WebEx account & Software Assignment.
Knowledge on ITIL Framework and Terminologies.
Demonstrated problem solving capabilities.
Knowledge on Software Center Configuration Manager, Software center & RSA.
Open to working in a 24x7 environment with rotating shifts and rotating weeks off.

Responsibilities

Diagnose, prioritize, troubleshoot and resolve incidents and incidents reported by the users via telephone, chat, email or walk-ins.
Identify and escalate tickets requiring urgent attention and action.
Log all contacts and document all the activities and results accurately and completely within the incident management tool.
Dealing with and resolving helpdesk requests e.g. Outlook issues, Operating system issues, printer, Standard software and Antivirus.
Generate and process trouble tickets and participate in the Change Management process where needed.
Assist with process development and improvement to include technical documentation.
Ensure that issues are addressed and SLAs are met.
Route/Assign tickets to the appropriate support group, if necessary.
Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner.
Rapid troubleshooting of hardware and software issue escalations.
Root cause analysis in problem solving.