Service Engineer, Hoffman Estates, IL New United States, Illinois, Hoffman Estates Information Technologies 4 hours ago Post Date 003706 Requisition # JOB SUMMARY: The Senior Service Engineer provides support and resolution for basic and enhanced incident resolution and requests reported to the corporate service desk. Responsibilities include initial assessment, triage, research, and resolution of all incidents and requests regarding the use of application software products and/or infrastructure components. The Senior Service Engineer is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their responsibility are required to supply base level troubleshooting steps already completed and engaging in a timely manner other service resources from facilities, business units, division or corporate groups. The Senior Service Engineer also acts as the first resolution point to team members, provides guidance and support to team members to assist with timely ticket resolution, and has ownership of projects and systems as assigned. They are responsible for ensuring all parties involved in open projects have received necessary updates and communication throughout the process. ESSENTIAL DUTIES & RESPONSIBILITIES: Determines requirements by working with internal customers and leadership. Answers inquiries by clarifying desired information; researching, locating, and providing information. Resolves problems by instructive issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. Fulfills requests by helpful desired information; completing transactions; forwarding requests. Maintains ticketing system by entering information. Keeps equipment operational by following established procedures; reporting malfunctions. Updates job knowledge by utilizing and adding to the company knowledge database. Creates user level documentation and instruction as needed or assigned. Ownership of an active process or system, which may include vendor relationship management and/or security processes for access rights to the system. Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Backup to Service Desk Manager for report creation and distribution. Working at least one US based holiday per year is required. Responsible for being available for on call rotation as assigned. 60% call handling and ticket management. 40% project/task management. Education & Experience 3-5 years of related work experience. Strong customer service orientation. Strong desire to resolve customer issues by working the phones and the system queue to work customer issues. Some support will include working with non-native English speaking end users. Preferred industry recognized technical certifications such as Microsoft Certified Professional (MCP), A+, Network, or ITIL Foundations. Experience working with Lenovo PCs and Laptops (Windows 7 and 10), IPhone and MS Surface tablets. Experience with core software applications, including Microsoft Office suite and AS400 applications is a plus. Excellent analytical, problem-solving, and mathematical skills. Ability to effectively prioritize and execute tasks in a high-pressure environment. Good written and oral communication skills. Ability to conduct research into systems issues and products as required. Highly self-motivated and directed. Keen attention to detail. Experience working in a team-oriented, collaborative environment. Minimum of high school education or equivalent, bachelors degree in computer science preferred. Work Environment: The work environment is business formal (suit & tie). Due to the global nature of Sensient, team members may be remote and online collaboration and/or occasional travel may be necessary for communication. Business formal attire is required to be worn daily. Sensient Technologies Corporation is a leading global manufacturer and marketer of colors, flavors and fragrances. We employ advanced technologies to develop specialty food and beverage systems, cosmetic ingredients, pharmaceutical excipients, inkjet and specialty inks and colors, and other specialty and fine chemicals.