Job Description
SThree San Diego is looking to bring on a Service Delivery Engineer to be based in the Little Italy office. The Service Delivery Engineer provides 1st and 2nd line Support for all services, user provisioning, hardware break fix, monitoring and resolution of any issues affecting IT services and infrastructure providing clear and concise advice and guidance to all stakeholders whilst maintaining a professional standard. This role will have a requirement to provide onsite technical support based from our San Diego office, however travel to other USA offices may be required.
Responsibilities Include:
- Providing 1st and 2nd line support for all IT products and services.
- Proactively taking ownership of Technology Support issues
- Answer inbound calls, live chat, and self-service requests; document, prioritize, assign, track and respond to incidents and requests in a timely manner.
- Be responsible for end-to-end ownership of incidents throughout their lifecycle.
- Ownership of Desktop equipment (Laptops and peripherals), Video Conferencing, Audio Visual and Telephony issues in regional sites either through active engagement with third party vendors or by travelling when required.
- Escalating problems to internal and external 3rd level support (other Group Technology resources and 3rd party suppliers) as appropriate and acting as a resource to implement solutions under 3rd level support direction.
- Identify opportunities to improve the knowledge within the Service Delivery Team to increase the rate of first contact resolution and self-support materials available to end users.
- Working in collaboration with regional service delivery colleagues to identify trends/ patterns in problem management and to work collaboratively to resolve these.
- Follow documented procedures to manage secure access to IT systems for starters, leavers, and any internal staffing changes.
- Investigate, diagnose, progress and action all operational events, alerts, and incidents to the agreed target, ensuring that issues are escalated where appropriate, communicated and recorded.
- Maintain operation logs on all events, warnings and alerts, as well as recording and classifying all messages.
- Liaise with 3rd party suppliers for escalation of production issues ensuring that they meet the terms and conditions of their defined service levels.
- Involvement in office setup, refurbishment and retirement of legacy technology.
- Responsible for local office delivery projects as directed by the Service Delivery Manager.
- Ownership of asset management process in region (complying with group wide approach).
Qualifications:
Demonstrate very good expertise in the following technologies:
- Microsoft Teams/ 0365
- Mobile and Laptop device management including Intune.
- Cisco routers and switches would be an advantage although not critical.
- Experience with Microsoft Power Platform would be an advantage although not critical.
- Proven experience in a corporate technology environment.
- Proven experience in direct customer support.
- Experience with knowledge bases for support, including documenting knowledge articles.
About Specialist Staffing Group (SThree)
Specialist Staffing Group (the US division of SThree) is the global leader in STEM recruitment. With over 44 offices across 14 countries and employing over 2,700 people, SThree operates across multiple brands that specialize in placing the best STEM talent around the world.
