Analyst Tier I End User Engineering

Summary

The job is for an Analyst (Tier 1) in End User Engineering at RKON, an ISO27001 and AICPA SOC 2 Type II certified company. The role involves providing world-class customer service, incident resolution, troubleshooting, and support for various IT systems.

Requirements

• A desire to pursue a long-term career in IT, and a strong customer service background
• Excellent teamwork, communications and interpersonal skills
• Professional verbal/telephone and written communication techniques demonstrating strong customer service skills and attention to detail
• Effective cross-cultural communication skills
• Ability to be punctual, reliable and work varied schedules to contribute to 24/7/365 support environment including day/evening/night shifts
• Demonstrate excellent multi-tasking and time management skills and ability to work under pressure and meet scheduled obligations with minimal supervision
• Demonstrate strong problem solving/analytical skills to determine next steps
• Basic Microsoft Windows and MacOS skills, ability to triage hardware and OS/software issues Follows company standard hardware and software configurations
• MS Office (Teams, Outlook, Word, PowerPoint, Excel) working knowledge is required
• General understanding of security threats such as phishing and malware
• Willing and able to learn and adapt to change

Responsibilities

• Provides world class customer service by acting as a customer advocate with a focus on setting a positive and supportive tone with end users
• Reacts and responds to tickets and alerts to ensure maximum possible service availability and performance
• Accepts support requests via multiple contact methods (phone, ticket (email/portal), chat, etc.)
• Provides Level 1 and 2 support for incidents (problem/issues) or service requests related to hardware, software, mobile devices and network connectivity
• Updates ticket notes and customer communications in a timely / accurate fashion
• Troubleshoots and resolves incidents and/or escalate as required with support vendors and RKON senior support engineers
• Fulfills IT related requests per defined processes including computer deployment/staging activities
• Perform incident triage and resolution including updating related fields such as priority, category, and other tracking/reporting data
• Facilitates workflows and queue management of tickets/service requests to meet or exceed defined service level expectations and other performance indicators
• References, follows and provides feedback on documented knowledge articles to provide consistent solutions
• Works within Microsoft 365 and on prem Active Directory – access management, mailbox management, computer/device management
• Provides support for Microsoft office applications across operating systems and web/desktop versions including basic ‘how to’ questions
• Support mobile device configuration, mobile device management (MDM), provisioning, and support
• Perform access management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets.)
• Completes assigned administrative/client projects (i.e. testing and other project related tasks)

Preferred Qualifications

• One to two years in a Help Desk/IT Support related role
• Microsoft account and mailbox administrative tasks
• Familiarity with enterprise systems (server, backup, active directory) and network switches/firewalls
• ITIL knowledge or other IT certifications

Benefits

• RKON EUE University - internal training program (within 3 months)
• Knowledge Centered Service (KCS) v6 Fundamentals certification (within 6 months)
• HDI Support Center Analyst certification (within 6 months)
• MS-900 Microsoft 365 Fundamentals (within 9 months)
• Hardware vendor training/certifications, as required