Support Engineer

About SHI International Corp.

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year and are now a $16 billion global provider of IT solutions and services, serving over 17,000 organizations worldwide.

SHI is looking for an IT Cloud Service Desk Operations Team member to provide incident and problem management for our Cloud Support customer environment. The role requires strong customer service skills, troubleshooting techniques, and knowledge of desktop/laptop hardware, operating systems, network printers, mobile devices, and Office 365 product support.

• 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 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.
• Follow up on open incidents and problems and provide status updates and feedback to end users while investigations are ongoing.
• 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 use 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 effectively.
• Communication – effectively communicate complex ideas and information, and adapt communication style to the audience.
• Problem‑Solving – identify problems, propose solutions, and 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, address key points, and respond 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 using a logical, systematic, sequential approach – Basic.

• Completed Bachelor’s Degree in a related field, or relevant work experience.
• 2+ years of experience working in a Service Desk environment – preferably with a global organization.
• Excellent working knowledge of computer systems, hardware, and software.
• Experience supporting and troubleshooting Azure Active Directory, Office 2016, Office 365, mobile Office 365, Outlook/Exchange, and Windows 10.
• Availability to work various shifts to support 24 by 7 by 365 operations.
• Participation in on‑call rotation.

The estimated annual pay range is $50,000 – $65,000 inclusive of base salary. Compensation is commensurate with job‑related knowledge, skills, experience, and market location.

• Medical, vision, and dental coverage.
• 401(k) retirement plan.
• Flexible spending accounts.
• Other benefits may be provided.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status.