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 requestorsIncludes troubleshooting HW and SW issues, onboarding newly hired employees and providing AV assistance to NSGBU eventsProvide troubleshooting instructions and information about various services and productsFollow policies, processes and procedures outlined by documentationFacilitate and maintain communication between the user and other departments as neededFollow the Scope of Work document related to end-point systems and services to resolve incidents and service requests belonging to the teamCollaboration with DevOps, Product Security, IT OPS, Systems & tools, and other teams.Follow correct escalation path within Global IT organizationComplete case notes in ticketing system to track activities in correct wayRecognize, document and alert the supervisor of observed trends in chats, raised tickets and alerts in monitoring toolsMaintain and improve quality results by adhering to standards and guidelines; recommend improvements based on feedback from usersDeepen job knowledge by studying new product descriptions and participating in educational opportunitiesOther duties and tasks as assignedTake active part in IT projects, deliver extensive hands on collaboration, facilitate communication and provide control functionOperating 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 choiceOn-call duty once per 4-5 weeksHybrid 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 plusPrevious experience from customer support and call center environment is a benefitExtended stay abroad can be beneficial due to experience with other culturesGeneral interest in computation technology highly recommended

 

Skills/Qualifications:

Fluent EnglishComputer troubleshooting skillsBasic networking skillsPeople SkillsCustomer ServiceAttention to DetailProfessionalismMulti-tasking

 

Career Level - IC2