Desktop Software Troubleshooting Engineer

Company: TTEC
Location: Birmingham
Posted on: September 16, 2023

Job Description:

Bringing smiles is what we do at TTEC--- for you and the customer. As a Desktop Software Troubleshooting Engineer, working in a--hybrid capacity in or around Englewood, Colorado, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.--What You'll Be DoingDo you have a passion for providing troubleshooting support for a global enterprise? As Desktop Software Troubleshooting Engineer, you will mainly support the Endpoints of TTEC by providing desktop troubleshooting support on an enterprise level. You'll provide support through the ticketing system (ASK NOW/Service Now) submitted by our stakeholders. As a team, you'll also be required to be available for on-call services and provide troubleshooting support during outages. This requires managing the VMware/desktop services, analyzing application logs and working with other teams to determine a solution in resolving an outage.--You'll report to Manager, Systems Software Engineering. You will assist in provide troubleshooting support under the guidance and direction of your manager.During a Typical Day, You'll

• Process all incident and task ticket created by our stakeholders requesting support.
• Maintain, provide support for all endpoint services, and application support (Absolute).
• Primary Engineer-On-Call providing support during outages.
• Troubleshoots and resolves major and minor issues with the virtualized infrastructure and desktops (enterprise level) including opening and managing support tickets with customers and other support teams.
• Respond to escalation, inquiries, and clarifications via MOC & E-mail for supported system and application.
• Responsible for monitoring application alerts and notifications and conducting the routine maintenance per application.What You Bring to the Role
  • BS or MS in Computer Science or related field
  • 5-10 years working experience in managing & supporting endpoints
  • Experience in network technologies
  • Having the following certifications is a plus: Microsoft Certified Systems Engineer (MCSE) plus Internet certification, Microsoft Certified Professional (MCP)
  • Experience and certification in ITIL is needed
  • Must possess strong work ethics, demonstrates initiative, and highly creative approaches to proactively developing solutions that prevent recurring incidents
  • Willing to travel between sites as neededWhat You Can Expect
    • Supportive of your career and professional development
    • An inclusive culture and community minded organization where giving back is encouraged
    • A global team of curious lifelong learners guided by our company values
    • Ask us about our paid time off (PTO) and wellness and healthcare benefits
    • And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)--Visit www.hellottecbenefits.com for more information.The anticipated range is $65,000 - $70,000. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.About TTEC--Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.--TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.--#LI-Hybrid

Keywords: TTEC, Birmingham , Desktop Software Troubleshooting Engineer, IT / Software / Systems , Birmingham, Alabama