is an early pioneer in IT outsourcing and offshore software development
business. We enable organizations adopt digital processes and customer
engagement models to achieve outstanding results and end-user experience and
help clients achieve this through enterprise-wide digital transformation,
modernization, and optimization of their IT environment. New England
Innovations’s decades of experience, deep domain knowledge, and technology
expertise delivers transformational solutions to ISVs, enterprises, and SMBs.

We are looking for a Service
Desk Systems Engineer!

Position Overview:

will provide technical support and assistance to end-users within an
organization, primarily focusing on IT systems, products, and services. The
Service Desk Systems Engineer will be critical in maintaining the company's IT
infrastructure, troubleshooting technical issues, and ensuring smooth end-user
operations. This position requires excellent problem-solving skills, strong
knowledge of Microsoft technologies, and the ability to deliver exceptional
customer service.

1.      

·      
Respond to user inquiries, diagnose, and resolve
technical issues related to Microsoft products and services, including
operating systems, applications, and productivity tools.

·      
Assist users wih hardware and software
installation, configuration, and troubleshooting.

·      
Collaborate with cross-functional teams to
address complex technical problems and escalate issues when necessary.

2.      

·      
Demonstrate in-depth knowledge of Microsoft
technologies, including Windows operating systems, Office 365, Azure, and other
Microsoft cloud-based solutions.

·      
Stay updated with the latest features, updates,
and best practices for Microsoft products and services.

·      
Assist users in maximizing the use of Microsoft
tools and applications to improve productivity and efficiency.

3.      

·      
Effectively manage and prioritize incoming
support requests, ensuring timely resolution and maintaining service level
agreements (SLAs).

·      
Troubleshoot hardware and software issues, analyze
root causes and implement appropriate solutions.

·      
Provide remote support using various remote
assistance tools, ensuring minimal end-user disruption.

4.      

·      
Develop and deliver training materials and
resources to help users proficiently use Microsoft products and services.

·      
Create and maintain comprehensive documentation,
including knowledge base articles, FAQs, and troubleshooting guides.

5.      

·      
Follow security protocols and best practices to
ensure data confidentiality, integrity, and availability.

·      
Assist in maintaining compliance with relevant
regulatory requirements, such as GDPR or HIPAA, by adhering to data protection
and privacy guidelines.

6.      

·      
Identify opportunities for process improvements
and contribute to developing and implementing IT support policies, procedures,
and tools.

·      
Collaborate with the IT team to evaluate and
recommend new technologies or upgrades that align with business needs and
improve overall IT infrastructure.

·      
Exceptional Customer Service:

·      
Provide professional and courteous service to
end-users, ensuring a positive and satisfying support experience.

7.      

·      
Provide professional and courteous service to
end-users, ensuring a positive and satisfying support experience.

·      
Communicate effectively with users verbally and
in writing, explaining technical concepts clearly and concisely.

 8.      

·      
Bachelor's degree in computer science, information
technology, or a related field (or equivalent work experience).

·      
Strong knowledge of Microsoft technologies,
including Windows operating systems, Office 365, Azure, and Active Directory.

·      
Experience providing technical support or
helpdesk services, preferably in a corporate environment.

·      
Excellent problem-solving and analytical skills,
with the ability to diagnose and resolve complex technical issues.

·      
Familiarity with incident management tools and
IT service management (ITSM) processes.

·      
Good understanding of networking concepts,
protocols, and troubleshooting.

·      
Strong communication and interpersonal skills
with a customer-centric approach.

·      
Extensive experience as a Systems Engineer, with
a strong focus on Microsoft products and technologies.

·      
In-depth knowledge of Windows Server, Active
Directory, Exchange Server, SharePoint, and SQL Server.

·      
Proficiency in PowerShell scripting and
automation for system administration tasks.

·      
Solid understanding of IT security principles
and best practices.

·      
Strong communication and collaboration
abilities.

·      
Certifications such as Microsoft Certified:
Modern Desktop Administrator Associate or Microsoft 365 Certified: Enterprise
Administrator Expert are a plus.

·      
Ability to work in a fast-paced environment and
handle multiple priorities effectively.

 

·       Full
time, 5 days a week: Mon - Fri;

·       Workplace
in centrally located office in Tirana

·       Employment
contract in accordance with Labor Legislation

Send your CV and Cover Letter to [email protected]
until March 3, 2024. Unleash your creativity and let’s build something
extraordinary together.

 

 

Afati i fundit i aplikimit: 10/03/2024 12:01

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