Support Engineer

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services. Over 17,000 Organizations Worldwide rely on SHI’s concierge approach to help them solve what’s next. The heartbeat of SHI is our employees – all 7,000 of them.

If you join our team, you’ll enjoy:

• 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.

SHI has an exciting opportunity available on our IT Cloud Service Desk Operations Team. This team is responsible for incident and problem management related to the maintenance and support of SHI's Cloud Support customer environment, providing a single view to the organization for cloud customer technology-related incidents. We are looking for someone with excellent customer service/service desk skills, creative troubleshooting techniques, and a good working knowledge of desktop and laptop computer hardware and operating systems, network printers, mobile devices, and Office 365 product support.

Candidate must also possess a genuine interest in a technical support services career. On-the-job training will be provided, but the successful candidate will also be expected to learn quickly through independent study.

This position is hybrid in the New Jersey office, Tuesday–Thursday in office and Monday/Friday remote.

• Provide first-line response for remote customers requiring assistance with information technology issues and problems within SHI's cloud support customer portfolio.
• Respond to requests for technical assistance by phone, email, or using the service desk management system.
• Enter and manage all incidents and problems in the incident management system and liaise between customers and technical escalation teams.
• Energetically follow up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated.
• Troubleshoot software applications such as Azure Active Directory, Cloud PBX/PSTN, Microsoft Office , Microsoft Delve, Microsoft Intune Device Management, Power BI, Project Online, SharePoint, Skype, Secure Productive Enterprise (SPE), and Windows 10.
• Support multiple versions of Windows Operating Systems.
• Troubleshoot and support smartphone mobile applications.
• Provide support for AWS, Azure, O365, and Google Cloud account teams.
• Support projects assigned by the Service Desk Lead/Supervisor.

• Multi-Tasking:
  Identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
• Organization:
  Prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Self-Motivation:
  Identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
• Initiative:
  Identify opportunities for improvement, propose solutions, and take action without explicit instructions.
• Adaptability:
  Adjust to changes in the work environment, manage multiple tasks, and handle uncertainty.
• Communication:
  Effectively communicate complex ideas and information, and adapt communication style to the audience.
• Problem-Solving:
  Identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Teamwork:
  Work effectively in a team, contribute ideas and effort, and respect the contributions of others.
• Time Management:
  Use time effectively and work toward improving task prioritization and deadline management.
• Presenting:
  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
• The ability to tackle problems by using a logical,…