ITSM Technical Support Helpdesk Engineer

SUMMARY:
As a Technical Consultant, proficiency in a specific technology or domain is expected. The job includes responsibilities for successful solution implementation, upgrades and troubleshooting, support ticket resolution, service requests and comprehensive documentation encompassing system configurations, user guides, training, and best practices.  Client interaction is vital to understand their needs and offer technical recommendations.

POSITION INFO:
Being a Technical Consultant often requires a balance between technical expertise and the ability to understand and address the unique challenges and objectives of each organization. Adaptability, problem-solving, and collaboration skills are equally important for success in this role.

• Work experience must include 5 years + of enterprise ITSM application deployment
• Previous professional services experience is preferred
• Strong SQL Experience
• SQL Reporting Services Experience
• Performance configuration and Tuning
• Customized report development
• General Support and Troubleshooting
• IT related qualification
• Excellent communication skills
• Analytical thinking
• People skills
• Microsoft Office proficient: Excel, Word, TEAMS, PowerPoint, Outlook

• Focus on solving specific technical issues or challenges for clients in the form of assigned support tickets, service requests or projects.

• Install, implement, configure, upgrade, or troubleshoot technology solutions.

• Interact with clients to understand their needs, provide technical recommendations, and help with project implementation.

• Expected to have expertise in a specific technology or domain.

• Responsible for implementing technical solutions, ensuring they work as intended, and troubleshooting any issues that arise during the implementation process.

• Create documentation for the implemented solutions and customizations, which may include system configurations, user guides, and best practices.

• Collaborate with other team members and Project Manager, to deliver technical solutions.

• Keep up to date on changes and updates in domain of expertise.
• Keep all vendor required certification up to date on supported areas.
• ITIL certification
• Complete all minimum required Udemy certification for a Technical Consultant:
  • Soft skills for Technical Professionals
  • Business Etiquette
  • Communication skills
  • Emotional Intelligence
  • Business Writing for Technical Professionals
  • Project Management for Technical Professionals
  • Requirement gathering workshop/Business Analysis

• Ability to communicate effectively, both orally and in writing, internal and with customers
• Expert technical knowledge and skills
• Ability to work both independently and in a team environment
• Pro-active self-starter
• Customer centric approach
• Appropriate Internal incident escalations
• Completed and passed all required courses and certifications