The Opportunity

As an IT Deskside Support Engineer, you will join a team of Engineers who are motivated to deliver best in class customer service within a fast paced and complex environment. As a member of this World class team you will serve as an escalation point for technical issues affecting FICO employees and infrastructure.

What You’ll Contribute

• Diagnose, prioritize, troubleshoot and resolve incidents and incidents reported by the users via telephone, chat, email or walk-ins.
• Identify and escalate tickets requiring urgent attention and action.
• Log all contacts and document all the activities and results accurately and completely within the incident management tool.
• Dealing with and resolving helpdesk requests e.g. Outlook issues, Operating system issues, printer, Standard software and Antivirus.
• Generate and process trouble tickets and participate in the Change Management process where needed.
• Assist with process development and improvement to include technical documentation.
• Ensure that issues are addressed and SLAs are met.

What We’re Seeking

• Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies.
• Proven communications skills (verbal and written).
• Knowledge on MSDN accounts, WebEx account & Software Assignment.
• Knowledge on ITIL Framework and Terminologies.
• Demonstrated problem solving capabilities.
• Route/Assign tickets to the appropriate support group, if necessary.
• Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner.
• Knowledge on Software Center Configuration Manager, Software center & RSA.
• Rapid troubleshooting of hardware and software issue escalations.
• Root cause analysis in problem solving.
• Open to working in a 24x7 environment with rotating shifts and rotating weeks off.

Our Offer to You

• An inclusive culture strongly reflecting our core values:  Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

• The targeted base pay range for this role is: $84,000 to $132,000 with this range reflecting differences in candidate knowledge, skills and experience.

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