Deskside Support Engineer II (Analytics)

TL;DR

Deskside Support Engineer II (Analytics): Providing high-tier technical support and infrastructure troubleshooting for employees with an accent on incident resolution and system stability. Focus on root cause analysis, managing escalation paths, and ensuring strict adherence to SLAs in a complex enterprise environment.

Location: Must be based in San Diego, CA (Onsite)

Salary: $84,000 – $132,000

Company

Leading global analytics software company specializing in big data, AI, and ML for financial decision-making.

What you will do

• Diagnose and resolve technical incidents reported via telephone, chat, email, and walk-ins.
• Manage and document the full lifecycle of support tickets within the incident management tool.
• Handle helpdesk requests involving Outlook, operating systems, printers, and antivirus software.
• Participate in the Change Management process and develop technical documentation.
• Ensure all issues are addressed in accordance with established Service Level Agreements (SLAs).

Requirements

• Knowledge of basic networking concepts including DHCP, DNS, TCP/IP, and VPN.
• Experience with ITIL framework and terminologies.
• Proficiency with SCCM (Software Center Configuration Manager) and RSA.
• Strong problem-solving and root cause analysis capabilities.
• Ability to work in a 24x7 environment with rotating shifts and rotating weeks off.
• Location: Must be based in San Diego, CA.

Culture & Benefits

• Inclusive culture based on ownership, customer delight, and mutual respect.
• Competitive compensation and comprehensive rewards programs.
• People-first environment focusing on work/life balance.
• Opportunities for professional development and leverage of unique strengths.
• Engaging environment with employee resource groups and social events.