We are seeking New Grad IT Support Engineer excited about working in NetSuite Global Business Unit (NSGBU), to join our dynamic team. The ideal candidate will be responsible for learning from more senior members of the team.

Role Responsibilities:

• Provide first line of tech support to Product Team and handle users’ requests coming via chat, emails and ticketing system as well as on-site technician work to assist walk in requestors
  • Includes troubleshooting HW and SW issues, onboarding newly hired employees and providing AV assistance to NSGBU events
• Provide troubleshooting instructions and information about various services and products
• Follow policies, processes and procedures outlined by documentation
• Facilitate and maintain communication between the user and other departments as needed
• Follow the Scope of Work document related to end-point systems and services to resolve incidents and service requests belonging to the team
• Collaboration with DevOps, Product Security, IT OPS, Systems & tools, and other teams.
• Follow correct escalation path within Global IT organization
• Complete case notes in ticketing system to track activities in correct way
• Recognize, document and alert the supervisor of observed trends in chats, raised tickets and alerts in monitoring tools
• Maintain and improve quality results by adhering to standards and guidelines; recommend improvements based on feedback from users
• Deepen job knowledge by studying new product descriptions and participating in educational opportunities
• Other duties and tasks as assigned
• Take active part in IT projects, deliver extensive hands on collaboration, facilitate communication and provide control function
• Operating model is based on Global 24/5 rotation, early morning and night CET covered by other teams, working hours between 7:30 am and 6:30 pm, based on choice
• On-call duty once per 4-5 weeks
• Hybrid WFH model (minimum 3 days in office)

Preferred experience (not mandatory):

• Experience in IT field (support or related)
• Experience in administrating Windows and MAC OS on end points, systems & network troubleshooting; experience with linux is a plus
• Previous experience from customer support and call center environment is a benefit
• Extended stay abroad can be beneficial due to experience with other cultures
• General interest in computation technology highly recommended

Skills/Qualifications:

• Fluent English
• Computer troubleshooting skills
• Basic networking skills
• People Skills
• Customer Service
• Attention to Detail
• Professionalism
• Multi-tasking

Career Level - IC2