23 days ago
RoleBe part of growing team of technical engineers responsible for supporting clients using External IT as their all-inclusive cloud-based IT partner. Support clients across a spectrum of cloud-based systems: remote application delivery, multi-factor authentication, anywhere file access, mobile applications, financial applications, and more. As a Senior Cloud Helpdesk Engineer you are a critical part of our client's experience. You assist our users, troubleshoot issues, and find creative solutions to problems, all while providing a high level of customer service to every user. You will be well-trained on External IT's advanced technology platform and will become increasingly knowledgeable about cloud solutions. You will often work with other technical teams across the company. ResponsibilitiesThe Senior Cloud Helpdesk Engineer is responsible for providing technical support to end users of workplace_. In this role, you will be responsible for the timely resolution and/or escalation of client technical issues. Some of the responsibilities are as follows:Provide high level of service in all customer interactions.Provide remote user support for Cloud/Citrix based issues.Evaluate and handle incoming requests via Telephone and Ticket queues.Troubleshoot and resolve various technical issues.Work with other technical teams to resolve and/or escalate issues.Build rapport with clients, end users and co-workers. QualificationsExternal IT Senior Cloud Helpdesk Engineers must be highly technical and comfortable handling various operating systems (Windows, OS X, and Android), as well as a full range of devices - desktops, laptops, tablets, mobile devices, etc. They must have prior experience working in a support or helpdesk role, and they must have a thorough understanding of relevant technology concepts and be passionate about staying at the forefront of an ever-evolving technology landscape. This position is a highly sought after front-line support role. You must excel at customer service and building rapport with users. Some of the specific responsibilities are as follows:Degree/certification or equivalent practical experienceStrong customer service, prioritization, multitasking, and communication skills5+ years working in a Support/Service/Helpdesk roleStrong technical knowledge across a variety of systemsKnowledge of LAN/WAN and mobile computing environments Benefits & compensationCompany benefits include medical, dental, vision, disability, life insurance, stock grants, 401k coverage, paid time off ("PTO") and flexible work-from-home policy. Submit salary requirements with resume.
External IT is a leading provider of unified cloud computing solutions to financial services clients including RIAs and Broker Dealers. The company's flagship solution -- workplace_ -- enables clients to provide each of their users a secure digital hub with all of their applications and data from any vendor, all working together, available on any device. The company offers integrated managed services that provide everything from end user helpdesk to data migrations, nationwide on-site assistance, and remote management of clients' networks.
Founded in 2002, External IT has been delivering IT services for over 14 years and is a recognized innovator and pioneer in the cloud computing space.
We are an ambitious team. We work well together and have fun. Joining External IT means working closely with smart people committed to innovation and growth.
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