Civica - Senior Helpdesk Engineer

Position : Senior Helpdesk Engineer

Experience : 5+ Years

Job Summary :

As a Senior Helpdesk Engineer at Civica, you will be a critical part of our Enterprise IT Helpdesk operations, providing expert technical support to employees worldwide.

This role is ideal for a seasoned IT professional with a minimum of 5 years of experience, including at least 3 years in a support or administration capacity.

You will be responsible for resolving complex issues, managing support queues, and providing leadership to a globally distributed team.

This is a great opportunity to take on stimulating challenges and drive continuous improvement in a collaborative and innovative environment.

Key Responsibilities :

• Provide 24x7 management oversight for the Enterprise IT Helpdesk on a rotational basis.
• Organize shift patterns, conduct performance reviews, and set / monitor OKRs to ensure the team's optimal performance.
• Ensure all support requests are handled according to established standards, with a strong focus on data security, availability, and integrity.
• Lead and manage major incidents, ensuring strict adherence to established processes.
• Use advanced analytical problem-solving skills to troubleshoot and resolve operational issues and monitor escalated incidents within the ITSM toolset.
• Implement changes following strict change control procedures and draft and maintain comprehensive support documentation and knowledge articles.
• Mentor and coach team members on both technical and soft skills, fostering knowledge sharing to boost overall team performance.
• Manage support call queues and provide assistance to team members as needed.
• Liaise with internal support teams and third-party providers to ensure timely and effective case resolution.
• Maintain a calm and professional demeanor under pressure, modeling excellent customer service at all times.

Required Skills & Qualifications :

(ref : hirist.tech)