Service Desk Engineer

hace 2 semanas

Desde casa, Colombia Lean Tech A tiempo completo

**Company Overview**:
Cloud Revolution is seeking an organized, helpful, and passionate “do-er” who loves to cross things off lists. The right person for this role naturally pushes projects and tasks to completion, enjoys encouraging and assisting others, and is eager to learn about interrelated voice technologies, sometimes while under pressure to resolve an issue quickly.

The primary job focus is to process and successfully resolve service desk incidents. Whatever time is left will be spent taking on work alongside or working under our team of Senior Voice and Contact Center architects. This job is a great place to learn, explore, and organize/perform lots of small tactical tasks while gaining valuable experience and delighting our mid-size and enterprise customer base.

**Position Title: Service Desk Engineer**

**Location: Remote**

**What you will be doing**:
- Process inbound requests and manage tickets to resolution- Onboard new managed services customers and give them a great first impression of our CloudCare team.- Document issue resolutions in a knowledge base and regularly share that knowledge with the rest of the team- Participate in rotating on-call schedule- As time allows, work on specific project tasks as assigned by the team lead- Document and follow ITIL-based processes for service incidents- Manage internal Office 365 move/add/change requests and act as internal IT Service Desk- Provide communication to customers on the status of the ticket on a consistent, regular basis- Travel to company events up to a couple of times a year

**Requirements & Qualifications**

To excel in this role, you should possess:
- Passion for crossing items off lists, knocking out lots of small tasks, and seeing an empty ticket board- Enjoys operating with humans at the center, and therefore naturally possesses excellent customer service and hospitality skills- Excellent troubleshooting skills with a desire to push toward a resolution, quickly- Enjoys learning new technologies and educating others on common issues and their resolution- Good at communicating; with some incidents, our role is simply to sit in the middle and be an excellent coordinator and communicator between customer and vendor.- Likes to be busy and loves to help others. First to raise their hand to take on new tasks when there is time to do so.-
- Excellent business English skills, with the ability to talk competently and professionally with vendors, end users, and technical SMEs.- Self-Starter who loves to figure things out and can balance that desire with excellent judgment as to when to ask for help or admit a mistake.- Basic understanding of the ITIL framework or willingness to learn.- Desire and willingness to take certification coursework. Some may be required, others you may want to pursue with our support.- Experience with basic networking, routing and switching, Active Directory, Contact Center, or Microsoft Teams combined with a natural understanding of how to troubleshoot a problem.**Why you will love Lean Tech**:
- Join a powerful tech workforce and help us change the world through technology- Professional development opportunities with international customers- Collaborative work environment- Career path and mentorship programs that will lead to new levels.

Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will be vital to our continued success. Lean Tech is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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