Service Desk Analyst - 2nd and 3rd Shifts

Shi International Corp. Somerset, NJ
Job Description/Overview

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.

Responsibilities/Job Function

Includes, but are not limited to:

* 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 act as a liaison 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 2013-2016, Microsoft Delve, Microsoft Intune Device Management, Power BI, Project Online, SharePoint, Skype, Secure Productive Enterprise (SPE), and Windows10.

* Support multiple versions of Windows Operating Systems.

* Troubleshoot and Support smart phone mobile applications.

* Provide support for AWS, Azure, O365 and Google Cloud account teams.

* Support projects as assigned by the Service Desk Lead/Supervisor.

Qualifications/Minimum Skills Required

* Minimum of 3 to 5 years working in a Service Desk environment - preferably with a global organization.

* College degree or equivalent knowledge and work experience.

* Excellent communication and troubleshooting skills.

* Excellent organizational and time management skills.

* Ability to work both independently and as a member of a team.

* Initiative to research and resolve problems.

* Excellent working knowledge of computer systems, hardware, and software.

* Experience supporting & troubleshooting Azure Active Directory, Office 2016, Office365, mobile Office 365, Outlook/Exchange, Windows 10.

* Experience with AWS or Google cloud-based productivity products.

* Must be able to work various shifts to support 24 by 7 by 365 operations.

* Must participate in on-call rotation.

Preferred Skills:

Microsoft: Delve, Intune Device Management, Power BI, Project Online, SPE, SharePoint, Skype, VoIP and Cloud PBX/PSTN

* Google: G-Suite, Google Cloud, Google Maps

* Assisting with migrations and supporting end users doing migrations

* Microsoft MCP/MCITP/MCSA Office 365 certification or equivalent knowledge and experience.

* Google certifications.

* AWS certifications.