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Service Desk Engineer II

Allbridge Ipanema

Service Desk Engineer II

The Woodlands, TX
Full Time
Paid
  • Responsibilities

    Job Description

    Ipanema Solutions is hiring for a Service Desk Engineer II.

    SUMMARY:

    The Service Desk Engineer II resolves service queries from hotel staff or vendor partners and assist’s with remote installation of hotel technology. A Service Desk Engineer II should expect to be on-call after hours for at least one week per month assisting in an average of 1 after-hours call per day. This role reports to the Service Desk Manager.

     

    KEY RESULT AREA #1 – RESOLVING HOTEL STAFF TECHNICAL SUPPORT REQUESTS IN A TIMELY AND ACCURATE MANNER ENSURING A HIGH LEVEL OF CLIENT SATISFACTION

    • TICKET INTAKE

    o Documenting and prioritizing technical support requests from clients received via email and phone

    • TICKET RESOLUTION

    o Work with the client to address their specific need

    o Coordinate support from 3rd party providers of technology for operations applications, network, guest experience, and building automation technologies

    o Documenting resolution in a knowledgebase for future support requests

     

    KEY RESULT AREA #2 – USER CREATIONS, PASSWORD RESETS AND USER DELETIONS IN TECHNOLOGY SYSTEMS

    • Responding to requests for user creations and deletions from authorized hotel management

    • Resetting user access to systems where credentials have expired

    • Completing monthly Active Directory PC & user audits

    • Completing monthly Microsoft 365 email account audits

     

    KEY RESULT AREA #3 – REMOTE INSTALLATIONS

    • Assisting hotel staff with installing technology via remote access tools

    • Updating operating systems, applications and drivers to support current business requirements

     

    TECHNICAL REQUIREMENTS

    • Previous experience as a service desk engineer
    • Previous experience with & Intermediate knowledge of Windows 10
    • Previous experience with & Intermediate knowledge of Windows Server 2016
    • Previous experience with & Intermediate knowledge of VMware ESXi
    • Previous experience with & Intermediate knowledge of network firewalls
    • Previous experience with & Intermediate knowledge of network switches
    • Strong troubleshooting & critical thinking skills

     

    Ipanema is an Equal Opportunity Employer

    Company Description

    Property technology solution provider