End User Support Engineer

Cynet Systems•Sunnyvale, CA

2d•Onsite

About The Position

This role focuses on providing first-level support to corporate office employees, contractors, and consultants, handling walk-up and service requests. The engineer will be responsible for creating and dispatching work orders, communicating with customers through various channels, and troubleshooting issues using different software tools. A key aspect of this role involves leveraging Artificial Intelligence (AI) tools and technologies to improve productivity, efficiency, and customer experience within the support processes. The position requires strong customer service skills, the ability to work independently and as part of a team, and adaptability to a fast-paced environment. Occasional weekend and non-business hour support may be necessary.

Requirements

At least two years of experience supporting a Windows domain environment.
Working knowledge of Artificial Intelligence (AI) tools and technologies.
Ability to leverage AI solutions to improve productivity, efficiency, and decision-making.
Understanding of AI-powered technologies and automation tools.
Ability to identify AI-opportunities to streamline support processes and enhance the customer experience.
Strong customer service skills and experience required.
Experience supporting Active Directory services and various business applications.
Must be able to work independently and self-directed, as well as within a team.
Strong verbal and written communication skills.
Comfortable operating in a fast paced and changing environment.

Nice To Haves

Bachelor's degree or equivalent education and experience desired.
Relevant certifications such as various MCITP, Security+, A+, and ITIL preferred.
Previous experience in a service desk environment desired.

Responsibilities

Handle first level walk-up and service requests from corporate office employees, contractors, and consultants.
Create and dispatch work orders within the Service Management System.
Communicate with customers via phone, email, chat, and in person to troubleshoot, discuss service expectations, and gather information.
Resolve customer issues in a timely fashion and escalate issues to other IT employees or groups as necessary.
Use various software tools to troubleshoot customer issues.
Properly document steps taken leading to resolution or escalation of work orders.
Setup, manage, configure, and network accounts in the Account Management System.
Learn, implement, and follow procedures as prescribed by department operating documentation and standards.
Learn, update, and revise knowledge of company, department, and team procedures and policies.
Verify knowledge base articles and update as needed for incorrect or missing information.
Properly track IT equipment as assigned to customers in the Service Management System.