Service Desk Technician
About The Position
We’re looking for a high agency 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.
Requirements
- 2-4 years of experience in technical support within an enterprise setting.
- Familiarity with macOS and Windows operating systems, Google Workspace, Okta, and Slack platforms.
- Experience using JIRA Service Management effectively.
- Ability to provide exceptional support, empower colleagues through technology, and build strong partnerships.
- Strong analytical, troubleshooting, and problem-solving skills.
- Highly organized, meticulous, and excellent written and verbal communicator.
- Ready to roll up your sleeves, collaborate, and deliver results.
Nice To Haves
- Experience in Okta, Jamf/Intune and Meraki networking.
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.
Benefits
- Equity for all employees.
- Potential for annual bonus or commissions (depending on role).
- Hybrid-hub model with support for in-office or remote work.
- Access to full list of perks and benefits at engine.com/culture.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
