OPEN JOB: Global Service Engineer - Tier 2 Service Desk - IT Infrastructure and VoIP Telephony LOCATION: HYBRID – 2 days per week onsite in Jersey City, NJ COMPENSATION: target $80,000 + full benefits
THIS IS A HYBRID ROLE, REMOTE with 2 days per week in the Jersey City, NJ office
This is a 4 DAY / 11 hour role
The shifts will vary between 2 shifts, the 7am-530pm and the 9am-730pm
Occasional Saturday and or Sunday shifts (every 2-3 weeks)
Our customer is the technology and service leader that powers the financial markets globally. The firm meets the Communication, Compliance and Network Solution needs of global financial institutions.
The GSE will be responsible to respond to services calls, manage Incident and Service Request tickets, escalate Problem tickets, monitor the technical environment and perform regular checks to validate stability of systems. The goal is to ensure stable service is provided to end users and ensure adherence to our contractual Service Level Agreement (SLAs).
We are looking for someone who can both receive incoming tickets, and work to fix them. Someone with methodical troubleshooting skills
Carry out the functions of the Tier 2 Service Desk with adherence to ITIL 2011 based processes and within the timeframes associated with SLA agreement.
System Monitoring - Monitoring of global technology environment; taking action when alerts are received.
Preventative Maintenance – Perform regularly scheduled tasks including Health Checks, Service Validation, and Reporting
Front-end Incident Management; with a primary focus towards restoring services with SLAs.
Manage ticket routing to the appropriate 3rd party support teams
Execute break/fix instructions for provided technologies
Gather and analyze log information associated with the incident for escalation to other Tiers.
Front-end Service Request Management
Coordinate service request with on-site resources
Remotely execute system changes to fulfil service requests.
Manage service request ticket lifecycle.
Front-end Change Management process
Coordinate change tickets and manage change control documentation with customer Change Control Board and assigned change managers.
Manage lifecycle of change ticket.
Ticket lifecycle support (Incidents, Changes, Service Requests) includes:
Opening, tracking, and closing incident tickets.
Providing timely customer facing ticket updates, depending on Severity/Priority of ticket, to meet SLAs. Call key stakeholders if necessary.
Create tickets for all issues, incidents and requests received via Portal, phone call, email and chat.
Classify incident and request severity and priority and manage tickets in accordance with Operating Level Agreements (OLAs).
Maintain Run Book documentation – update workflows and procedures on a regular basis to keep documentation current.
EXPERIENCE / SKILLS / QUALIFICATIONS:
Bachelor’s degree or equivalent with 1-3 years of front-line technical support or related service experience.
Must possess experience with IT Infrastructure technologies and VoIP Telephony technologies. Must have experience working with ITSM system, such as Remedy.
High energy and motivated individual with prior work experience in ITIL based culture.
Experience supporting global customers, working with a wide array of individuals from ends users to customer’s business executives. Must demonstrate interpersonal skills necessary to work within a team environment and communicate effectively across a variety of geographically dispersed resources.
Ability to be self-sufficient and work independently.