Support Engineer

* ** Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.**
* ** Continuous professional growth and leadership opportunities.**
* ** Health, wellness, and financial benefits to offer peace of mind to you and your family.**
* ** World-class facilities and the technology you need to thrive – in our offices or yours.
*** Respond to a wide range of service requests and incidents from end-users across the organization, covering hardware, software, and application support.
* Independently interpret, diagnose, and resolve technical issues using available documentation and resources.
* Contribute to the creation, maintenance, and improvement of support documentation and knowledge base articles for common issues and solutions.
* Clearly communicate technical details, resolution steps, and escalation information to users and internal teams as needed.
* Provide in-depth troubleshooting and resolution for most service desk requests, escalating more complex issues according to established procedures.
* Regularly meet or exceed performance targets for ticket resolution, customer satisfaction, and service desk metrics.
* Participate in special projects, rollouts, and departmental initiatives as assigned by management.
* Mentor and assist junior analysts and new team members, sharing knowledge and best practices.
* Multi-Tasking:
Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
* Organization:
Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
* Self-Motivation:
Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
* Initiative:
Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
* Adaptability:
Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.
* Communication:
Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
* Problem-Solving:
Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
* Teamwork:
Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
* Time Management:
Can generally use time effectively and is working towards improving task prioritization and deadline management.
* Presenting:
Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
* Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels.

- Basic
* Proficiency in creating structured frameworks for organizing and interpreting data.

- Basic
* Experience in utilizing Microsoft Excel for data analysis, including the use of formulas, functions, pivot tables, and data visualization tools.

- Basic
* The ability to tackle problems by using a logical, systematic, sequential approach.

- Basic
* Familiarity with the specific processes, policies, and procedures of SHI's Integration Center to effectively navigate and utilize internal operations preferred - Basic
* Proficiency in supporting Windows desktop environments and basic server-side troubleshooting.
* Experience with incident and request management systems (e.g., Service Now, Remedy, Jira Service Desk).
* Strong analytical and problem-solving skills for diagnosing and resolving technical issues.
* Excellent communication skills with the ability to explain complex technical information to non-technical users.
* Ability to work independently and proactively update or enhance documentation and support processes.
* Effective time management and organizational skills in a fast-paced environment.
* Experience supporting cloud-based productivity tools such as Microsoft 365, Google Workspace, or similar platforms.
* Basic understanding of networking, security concepts, and remote access solutions (VPN, MFA, etc.).
* Relevant professional certifications, such as CompTIA A+, Microsoft Certified:
Modern…