Global Helpdesk Engineer - Newport News, United States - Swisslog Holding AG

Description

Global Helpdesk Engineer A Global Helpdesk Engineer provides Telephone/ Internet/ Email support to clients of Swisslog to include application and technical troubleshooting assistance to users of the Swisslog Automation Manager and Warehouse Management applications.

The primary function is to ensure a timely and complete resolution of incidents logged by the Global Help Desk Coordinators.

Participation required in a 24/7 schedule involving rotating shifts (which includes afternoon/ evenings and some weekends).

This role is a hybrid role based our of our office located in Newport News, Virginia. Responsibilities

Take ownership of complete incident resolution with a professional, customer-centric attitude.
Manage escalated incidents and participate in bridge calls and engaging internal escalation resources.
Close tickets in a timely manner following incident resolution.
Maintain an accurate record of activities using office tools and Incident Management software.
Write detailed knowledge articles for escalated incidents to aid colleagues in future troubleshooting.
Occasional travel to customer site, and internal training.
Assist the Global Help Desk Leads in answering and logging incidents on an as-needed basis.

Application Requirements

Associates in Computer Science, Software Engineering, or a related technical field; Bachelor's preferred.
Analytical, problem-solving, and decision-making skills.
Ability to multi-task and work independently as well as in a group setting.
Experience in a Customer-Facing Service or Helpdesk role.
Proven track record working on teams in a fast-paced, demanding environment.
Excellent written and verbal English communication.
Basic to intermediate knowledge of application, database, & operating systems.
Excellent written and verbal English communication.
Basic to intermediate knowledge of application, database, & operating systems.
Willingness to travel, and standby for support service if needed.
Able to work on time and as part of a customer-oriented team.
Detail oriented with a responsible work ethic

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