Currently looking for a Tier 2 Helpdesk Support Engineer to join a growing team.
Company is looking for someone who has recently started their IT career and want to come in and GROW – be a sponge and learn as much as they can and be eager to jump in whenever/wherever possible.
Personality is everything!
This will be a Nights & Weekend shift.
OFF on Mondays & Tuesdays.
ALSO - the potential of the schedule moving to 4 10's (shift would still include both weekend days).
Ideal skills will include:
Provide technical support and subject matter expertise to users
Build relationships with internal and external stakeholders to expeditiously resolve
requests and build knowledge bases to assist in future incident triage and resolution
Work within established service level frameworks
Assist in resolution of incidents involving:
Credentials management (forgotten passwords
Network-connectivity infrastructure questions including: IP Address
allocation and firewall/router configuration
Collect necessary information to escalate and coordinate issues with core
SRE / Application Development teams when additional input is required
Share knowledge and best practices to enable mutual advancement of the team
Potential to migrate to a Site Reliability Engineer / Development role for suitably
qualified candidates over time
4+ years of Support Desk experience ideally as a Level 2 analyst
Extensive experience in customer interaction and support
Extensive experience in training and guiding Support Desk analysts
Track record of success and accountability while taking personal responsibility very
Ability to influence and motivate a team of analysts and incident handlers, from novice to
advanced level experience
Ability to work well and thrive in a collaborative and fast paced environment
Knowledge of internet technology and protocols including DNS, HTTP, SMTP and related
Passion for information security
Knowledge of information security principles, including risk assessment and
management, threat and vulnerability management, incident response, and identity and
Knowledge of network infrastructure and associated network protocols and concepts
Strong analytical and problem-solving skills
Exceptional written and verbal communication skills
Highly self-motivated and directed with strong initiative to enhance processes
Ability to effectively prioritize and execute tasks in a high-pressure environment
Prior experience in the financial services / trading / fintech environment
Bachelor's degree in information systems or computer science
Strong Unix/Linux command line skills
Understanding of common agile development methodologies and product development
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