This job has expired, please see additional jobs below
Senior Solutions Engineer
Dow Jones
New York, NY, United States
Job Details - this job has expired, please see similar jobs below
Job Description:
As a member of Shared Technology Services, you will play a key role in the delivery of high quality technical support to the business and the customer, whilst delivering exceptional customer service and satisfaction through a personalized experience.
The role will work closely with both internal teams and external vendors to ensure the desired technical support and solutions are achieved within predefined Service Level Agreements and Operational Level Agreements
Record and where possible, resolve customer queries leveraging appropriate diagnostic tools
Own and progress incidents and requests with other Technology teams on the customer’s behalf.
Manage high impact incidents affecting the technology systems and environments.
Provide the highest levels of customer support and satisfaction in-line with company policies and procedures.
Responsibilities:
• Be the technical escalation point for the Service Desk and Support Analysts, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively
• Ensure outstanding calls are regularly updated to reflect current status.
• Ensure that Operational Level Agreement and Service Level Agreement levels are adhered to at all times.
• Possess the ability to work independently using own initiative but equally be comfortable working within a team environment.
• Maintain an up-to-date level of knowledge pertaining to security policies and company standards.
• Develop comprehensive knowledge of the company’s business plans and organization, including key users of Technology and their needs.
• Document actions, alterations and procedures to ensure an accurate and accessible record of the current state of company systems.
• Provide technical guidance to members of the team when appropriate to complete tasks within the necessary timescale.
• Stay abreast of the latest Technology trends and their application in order to make informed judgements when considering the implementation of new solutions
• Drive the promotion and adoption of new Technologies
• Manage own time to fulfill tasks efficiently, in the correct priority and to the required standard in line with the objectives supplied by management.
• Communicate the progress of investigations and planned solutions to customers, managing their level of expectation and increasing their understanding of the company’s Technology strategy.
• Liaise with colleagues, utilizing their expertise to solve more complex problems or escalate to the appropriate team.
• Continuously seek opportunities to improve the existing service
• Work with external vendors to ensure sufficient capacity for current and agreed future business requirements.
Skills & Experience:
• An excellent telephone manner is required together with the ability to handle challenging situations with a calm and methodical approach.
• Strong analytical and problem-solving skills
• Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification desirable
• Previous experience working with Remedy, JIRA or similar ITSM tools
• Good working knowledge / experience using Active Directory, SCCM, Casper and Google Apps.
• Proficient across both Windows and Mac environments
• Good understanding of network architecture and AV technologies
• Minimum 5 years experience working within an End User / Desktop Support environment
• Excellent organizational skills, self motivated / driven
• Excellent interpersonal skills for written, verbal and face to face communications, both within Technology and the business.
Company
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).
Equal Opportunity Employer:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets
Not ready to apply? Connect with us for general consideration.