IT Support Engineer
WurlSalary not specified
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
RetailIndustries
Requirements
- At least 3+ years’ experience in a service desk environment or call center
- Sound knowledge of supporting Microsoft technologies, including MS Office suite, Exchange, Active Directory, Office 365, and Windows 10
- ITIL foundations (desirable)
- Exposure to ServiceNow, Salesforce, Active Directory, SharePoint, and Point of Sales (POS) (desirable)
- Ability to support networking issues including cabling and wireless, remote access connectivity (VPN), IP telephony, and mobile devices
- Excellent customer service and technical & troubleshooting skills
- Demonstrated experience in leading a team of IT Service Desk and/or IT Operational departments within a complex multi-location business (nice to have)
- Knowledge of the retail industry (highly desired)
- Ability to understand requirements and documentation procedures
- Ability to work independently and as part of a team under pressure to meet deadlines
- Effective communication and summarization skills for management and team members
Responsibilities
- Deliver first and second level support in a Service Desk setting
- Handle calls and assignments from end users and colleagues professionally and follow standard procedures
- Provide troubleshooting for various issues, from standard PC failures to critical outages
- Manage distribution of approved software mechanisms
- Test and implement desktop image updates and platform patches
- Ensure strict compliance with licensing and maintain accurate inventory records
- Maintain ownership of Team Member requests and incidents until resolved
- Regularly communicate with the Team Member and coordinate with relevant support teams
- Assist with account administration as needed
- Offer advanced support to remote team members, addressing information security threats
- Train and support junior staff in updated administration procedures if applicable
- Maintain ticket hygiene by documenting incidents and requests in the organization’s incident management system, while adhering to all quality documentation requirements
- Take on the role of Sr. Analyst in supporting application issue resolution and organizational tasks as needed
- Ensure all relevant processes are documented and current
- Develop and train others on new procedures for emerging applications or platforms where applicable
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the salary for this Senior Service Desk Analyst position?
This information is not specified in the job description.
Is this role remote or office-based, and what is the schedule?
The role is on-site and office-based with a rotating shift schedule from 5:30 AM to 2:30 PM PHT.
What skills and experience are required for this position?
Candidates need at least 3+ years’ experience in a service desk or call center, sound knowledge of Microsoft technologies including MS Office suite, Exchange, Active Directory, Office 365, and Windows 10, plus excellent customer service, technical, and troubleshooting skills. ITIL foundations, exposure to ServiceNow, Salesforce, SharePoint, POS, and networking support are desirable.
What benefits are offered for this role?
Benefits include medical, dental coverage and life insurance from day 1, paid vacation and sick leave with quarterly sick leave conversion, competitive salary package and annual appraisal, financial assistance program, mandatory government benefits and 13th month pay, complimentary sleeping quarters, coffee, office fitness and wellness facilities, regular company events, work-life balance, and career growth opportunities.
What makes a strong candidate for this Senior Service Desk Analyst role?
Strong candidates have 3+ years in service desk or call center, expertise in Microsoft technologies and troubleshooting, plus nice-to-haves like team leadership experience, retail industry knowledge, and ITIL foundations.
Connectly
AI-powered marketing automation for e-commerce
About Connectly
Connectly.ai automates sales and marketing for e-commerce businesses through its AI-powered platform, Sofia AI. This platform integrates with popular e-commerce systems like Shopify and Vtex, allowing for automated, personalized conversations with customers across various channels. Connectly.ai stands out by significantly reducing time spent on administrative tasks and improving the sales closing process. The company's goal is to enhance efficiency and sales for e-commerce businesses.
San Francisco, CaliforniaHeadquarters
2020Year Founded
$33.7MTotal Funding
SERIES_BCompany Stage
Consumer Software, AI & Machine Learning, Consumer GoodsIndustries
51-200Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Unlimited Paid Time Off
Flexible Work Hours
Remote Work Options
Company Equity
Risks
Increased competition from Alibaba's AI initiatives could overshadow Connectly's offerings.
Reliance on Shopify and Vtex poses risks if they develop their own AI solutions.
Rapid AI advancements require Connectly to continuously innovate to stay competitive.
Differentiation
Connectly.ai automates sales and marketing for e-commerce with AI-powered Sofia AI platform.
The platform integrates seamlessly with Shopify and Vtex, enhancing user experience and sales.
Connectly.ai supports over 20 languages, including local slang, for personalized customer interactions.
Upsides
Connectly.ai raised $20 million in Series B funding led by Alibaba in 2023.
The platform's AI-driven personalization boosts conversion rates and customer satisfaction.
Connectly.ai's multilingual support enhances global customer engagement and market reach.
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