
Global Helpdesk Engineer
September 5, 2023
Participation required in a 24/7 schedule involving rotating shifts (which includes afternoon/ evenings and some weekends).
Short Facts
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Newport News, VA, United States of America
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Customer Service
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Permanent Position
Make an impact
- 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.
Bring to the team
- A.A. in Computer Science, Software Engineering, or a related technical field.
- 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
Our promise
Swisslog provides you with the possibility to grow while working with us to deliver a game changing mission: to shape the future of intralogistics by introducing an era of robotic and data-driven automated solutions that create exceptional customer value. We are proud of our Swiss roots, while the opportunities we offer stretch across the globe. We don't expect perfection, but we do expect Collaboration, Commitment, Clarity, and Competence (our Core Values) from all our colleagues. In return, we offer you the chance to be part of the driving force behind solutions that are shaping the future, while we develop the leaders that will shape ours.