Beschreibung
Job Mission:The User Technologies Engineer is responsible for conducting extensive troubleshooting of
system issues, perform root cause analysis, provide issue resolution contributions to central
knowledgebase, and work with cross-functional teams to analyze and resolve complex issues
of a technical and functional nature that are not routine and may require deviation from
standard procedures.
Job Dimensions:
User Technologies Client Engineer will report directly to the Associate Director of Client
Engineering as a part of the User Technologies team. This role will work with internal IT
groups, external IT providers, and the NIBR user community.
Major Accountabilities / Key Performance Indicators:
Investigate platform and product issues
Communicate effectively with key stakeholders and management
Solicit and collect feedback from internal stakeholders
Establish and foster relationships with key NIBR Informatics (NX) at various levels in the
organization
Generates reports that are accurate, objective, and complete in a timely manner
Provides regular updates to tickets with frequency depending on priority level
Ideal Background / Capabilities:
5+ years' experience working in large enterprise environment
Experience with integrating different devices into Enterprise Active Directory and
network environment
Experience troubleshooting complex Mac and Windows 10 operating system issues
Experience with supporting Microsoft 365 (Office, Teams, Outlook),
Familiarity with IT service management systems (Jira Service Desk, Service Now)
Understanding of scripting (VBScript, PowerShell)
Understanding of TCP/IP and computer networking
Familiarity with MS Active Directory and group policy
Exceptional customer service experience
Ability to work across various organizational entities
Very strong interpersonal and communication skills (written and verbal)
Ability to collaborate and excel in a dynamic environment
Strong prioritization capabilities
Effective at managing multiple simultaneous requests
Comfortable with changing priorities