Support Engineer

TL;DR

Support Engineer (IT Cloud Service Desk): First-line support for remote customers, handling incident and problem management through a service desk system with an accent on troubleshooting desktop/laptop hardware and OS issues plus Office 365 and Azure/AWS cloud account support. Focus on resolving technical issues via phone/email, coordinating with escalation teams, and maintaining 24/7 shift coverage with on-call rotation.

Location: Somerset, NJ, USA (hybrid: Tuesday–Thursday in office; Monday/Friday remote)

Salary: $50,000–$65,000 per year

Company

hirify.global provides IT solutions and services for organizations worldwide.

What you will do

• Provide first-line response to remote customers for IT issues within SHI’s cloud support customer portfolio.
• Handle technical assistance requests by phone, email, and the service desk management system.
• Log and manage incidents and problems, and coordinate between customers and technical escalation teams.
• Follow up on open incidents/problems and provide status updates to end users while investigations are ongoing.
• Troubleshoot and support applications including Azure Active Directory, Microsoft Office 2013–2016, Microsoft Intune, Power BI, Project Online, SharePoint, Skype, SPE, and Windows 10.
• Support cloud account teams (AWS, Azure, O365, Google Cloud) and participate in assigned service desk projects.

Requirements

• Bachelor’s degree in a related field, or relevant work experience.
• 2+ years of experience in a Service Desk environment (preferably with a global organization).
• Excellent working knowledge of computer systems, hardware, and software.
• Experience supporting/troubleshooting Azure Active Directory, Office 2016/Office 365, Outlook/Exchange, and Windows 10.
• Ability to work various shifts to support 24/7/365 operations and participate in an on-call rotation.

Culture & Benefits

• Health, wellness, and financial benefits including medical, vision, dental, 401(k), and flexible spending.
• Professional growth and leadership opportunities.
• World-class facilities and the technology needed to work effectively in-office or remotely.
• Diversity commitment as a minority- and woman-owned enterprise in the U.S.

Hiring process

• On-the-job training provided; expect independent learning to ramp up quickly.