About the roleThe role of the Senior Service Desk Analyst can be both challenging and rewarding. This role requires strong curiosity and attention to detail, along with business acumen, interpersonal skills, and a passion for outstanding customer support. We are an important cog in the onboarding and exit processes. We support internal WatchGuard employees on their hardware and software needs, ensuring they can perform their jobs to the best of their ability. As a member of the Service Desk team, your job is to ensure that employees stay current on security patches and endpoint security kept up to date. Our mission is to make sure every WatchGuard employee can be as productive as they can be!Please note: This role does require an on-call rotation. This is a FULL Remote position, so good home internet is required and hours will be Monday - Friday between 8:00 AM and 5:00 PM in the employee’s time zone.The TeamAs a member of a global team, one of the most important aspects of the role is to be able to communicate with our customers and, more importantly, with other team members. We value teamwork and must be able to rely on each other. We support the WatchGuard organization through a variety of channels. We have Zendesk as our ticketing system. Employees can either submit tickets via email or a web portal. The tools we use for remote support are GoToAssist and Microsoft Teams. We also ensure employees can access the tools needed to do their jobs. Some of the technologies we support are:Office 365 suiteAdobe SuiteKandji to manage our fleet of MacsSharePointAtlassian Stack Jira/Confluence/OpsgenieMicrosoft IntuneSmartDeployZendeskSalesforceTableauFuze (soon to be 8x8) and Vonage for telephonyMany more including our own products such as AuthPointAbout YouWe are looking for candidates with the following qualifications:At least 5 years’ experience in an IT support roleIn-depth knowledge and experience with multiple hardware and software systemsExperience managing a Single Sign-On system such as OktaYou are passionate about automation and have used scripts to optimize IT operationsStrong technical troubleshooting skillsSolid understanding of Networking and Infrastructure is a big plusCommunicate clearly and concisely both verbally and in writing in EnglishYou are a people person with an innate curiosity to solve problems and strong attention to detailYou have the ability and drive to learn modern technologies and increase skillsYou are self-motivated, take initiative, and ownership of your dutiesEnjoy working in a collaborative environment, value mentorship, and can balance prioritiesYou are a team player but can also operate independentlyAbility to manage multiple tasks and time effectivelyApply critical and analytical thinking to identify the root cause of problems so we fix the underlying issue rather than just band-aid the issueYour first weekGet introduced to your fantastic team as well as set up your workspace.Get familiarized with the tools we both use and supportBe assigned to a mentor to help with the daily details of the roleWork with HR/Recruiting on any needed documentationYour first monthContinuing your first week, you will start to delve into tickets and do any required trainingBe introduced to different teams as well as key playersContinue to work with your manager and mentor to become familiar with our process and supportBe curious and ask questions. We love questions.
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