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Helpdesk Tier Iii Engineer

hace 2 semanas

Manizales, Colombia J.S. Held A tiempo completo

Are you looking to join an organization that is growing and dynamic? What about a high-energy, collaborative environment that rewards hard work?

J.S. Held is a specialized global consulting firm whose professionals serve as trusted, expert advisors to organizations facing high-stakes events that demand urgent attention, exceptional knowledge, staunch integrity, and clear-cut analysis and advice. The firm provides a comprehensive suite of technical, scientific, financial, and technology advisory services that enable clients across the spectrum of industries to navigate complex, contentious, and often catastrophic situations with precise analysis, reliable insights, and confidence. We have over 100 locations worldwide. We are highly committed to all members of our community, both employees and clients. Our organization focuses on promoting a sense of community and inspiring our people to achieve results that exceed goals.

We are seeking Tier III HelpDesk Engineer to join our dynamic and energetic team. We support more than 100 offices and a team of over 1500 employees. We are focused on learning and development and continually looking to attract and retain team members who are detail-oriented, creative, and self-motivated.

**Are you a good fit for this position?**
- You must have 6 or more years of experience in a direct end-user support role
- This position requires a highly motivated individual - you must be proactive, enthusiastic, agile, show initiative, and be good at multi-tasking
- Are you organized and detail-oriented? This position requires someone who notices the little things and triple checks processes and information for compliance and accuracy
- You must be able to identify roadblocks, craft comprehensive solutions, and deliver successful outcomes always with a process-oriented approach
- Though we are a fast-paced company, we pride ourselves on a flexible work environment and excellent team culture
- Be able to take ownership of core processes used by our HelpDesk team and QA regularly with constant improvements

**Responsibilities**
- Provide Tier III incident/project-level HelpDesk functions to include evaluating, processing/resolving, reporting, and tracking of escalated incident tickets
- Monitor Problem Management ticket queues, Reviewing and managing problem incidents
- Review Problem tickets to ensure documented information is complete, accurate, and sufficient to facilitate reproduction and analysis of the issue
- Communicate and collaborate with Tier II and other stakeholders for resolution of escalated incidents
- Manage the New Hire Employee Onboarding process and coordinate recurring meetings with stakeholders
- Manage the Termination process and coordinate recurring meetings with stakeholders
- Review closed tickets by category and sub-category and implement solutions or trainings based on analysis
- Work on incidents that are complex in nature, needing expert engineering judgement to resolve issues and make recommendations
- Create standard practices and procedures for Tier I and Tier II engineers
- Work closely with other internal Technology teams and other departments team members to ensure proper process and completion
- Create management information system tools to produce regular reports to support effective decision making across the HelpDesk team

**Qualifications**
- Must possess excellent communication skills; be professional and courteous with all communications
- Must be able to learn quickly, work independently, be detail-oriented, and excellent time management skills
- Must have strong analytical, problem-solving, and conceptual skills
- Must have the ability to own a technical task and work it to completion
- Experience troubleshooting user/environment issues and gathering information to support resolution
- Experience with FreshService or comparable ticket tracking system
- Experience as a liaison between multiple departments to deliver process involving End User Services

**Essential** Knowledge,** Skills**
- Knowledge of Microsoft Office 365 (Outlook, Excel, Word)
- Knowledge of Microsoft Windows 10/11
- Knowledge of Microsoft Azure
- Knowledge of Cloud-based storage systems
- Knowledge of Adobe Cloud products beneficial
- ITIL Certification is desirable, knowledge is necessary
- Bachelor’s degree in technical discipline preferred
- Knowledge of Agile methodology a plus

**Other**
- Location: Colombia Remote
- Language Skills: Professional Fluency in English
- Travel: None
- Remote work requires a stable high-speed internet connection and a consistently quiet working environment
- Work hours ranging from 8:00AM ET - 6:00PM ET

J.S. Held is dedicated to becoming the global leader in providing multi-disciplinary consulting services to the construction, government, healthcare, industrial, insurance, energy, legal, and technology, communities. We have diverse practice areas including Construction Advisory, Financial Investigations, Forensic Accounting & Economics