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Role Description

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.

• 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 liaise 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 smartphone mobile applications.
• Provide support for AWS, Azure, O365, and Google Cloud account teams.
• Support projects assigned by the Service Desk Lead/Supervisor.

Qualifications

• Completed Bachelor's Degree in a related field, or relevant work experience required.
• 2+ years of experience working in a Service Desk environment - preferably with a global organization.
• Excellent working knowledge of computer systems, hardware, and software.
• Experience supporting and troubleshooting Azure Active Directory, Office 2016, Office 365, mobile Office 365, Outlook/Exchange, and Windows 10.

Requirements

• Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels.
• The ability to tackle problems by using a logical, systematic, sequential approach.
• Must be able to work various shifts to support 24 by 7 by 365 operations.
• Must be able to participate in on-call rotation.

Benefits

• Medical, vision, dental, 401K, and flexible spending.