System Engineer

Shaarpro; San Diego (CA); On-site; USD 65,000 - 95,000; Full time

Job summary

Shaarpro is seeking a System Engineer/IT Helpdesk in San Diego, CA to provide end-user support and resolve software and network issues. You will log and manage incidents in ServiceNow and ensure timely resolution in line with ITIL practices.

The role requires 5+ years IT experience, a Bachelor's degree in a related field, and strong knowledge of Windows, Mac, Active Directory, and Office 365. Excellent customer service is essential.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent professional experience.
• 5+ years of IT experience with proven expertise in IT helpdesk/ System admin with ServiceNow experience.
• Strong customer service and client interfacing skills.

Responsibilities

• Strong experience in using Service Now platform to log, triage, and resolve incidents.
• Serve as the first point of contact for diagnosing and resolving software/network issues.
• Provide excellent customer service by assisting users through calls, troubleshooting, and providing end user support.
• Comply with ITIL methodologies to ensure efficient IT service management.
• Manage and navigate tickets on the Service Now platform effectively.
• Demonstrate strong knowledge of Windows, Mac, Active Directory, Office 365, and networking.

Skills

ServiceNow

Customer service

Troubleshooting

ITIL

Networking

Education

Bachelor's degree in Computer Science/Information Systems or related field

Equivalent professional experience

Tools

Active Directory

Office 365

Windows

Mac OS

Job description

Introduction

IT Helpdesk

The System Engineer position plays a crucial role in providing technical support to users within the organization. The individual in this role will be responsible for diagnosing and resolving software and network issues, as well as providing end user support. They will use the ServiceNow platform to log and manage incidents and ensure timely resolution of IT-related problems.

Responsibilities

• Strong experience in using Service Now platform to log, triage, and resolve incidents.


• Serve as the first point of contact for diagnosing and resolving software/network issues.


• Provide excellent customer service by assisting users through calls, troubleshooting, and providing end user support.


• Comply with ITIL methodologies to ensure efficient IT service management.


• Manage and navigate tickets on the Service Now platform effectively.


• Demonstrate strong knowledge of Windows, Mac, Active Directory, Office 365, and networking.

Requirements

Required Skills:

• Bachelor''''''''''''''''s degree in Computer Science, Information Systems, or related field, or equivalent professional experience.


• 5+ years of IT experience with proven expertise in IT helpdesk/ System admin with ServiceNow experience.


• Strong customer service and client interfacing skills.

Preferred Skills:

• Experience with Active Directory.


• Experience with Office 365.


• Experience with Windows and Mac operating systems.


• Experience with networking.