Trintech

Desktop Support Engineer II

USA - Plano HQ · Mid

Sponsorship not specifiedDetected 6 days ago

PowerShellCloud PlatformsCustomer SupportDNSLeadershipCommunicationCollaboration

About the role

Together, these values guide our actions, define our identity, and inspire us to continuously strive for excellence in everything we do.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Trintech Inc., is a participant in the federal E-Verify program.

Manage and prioritise the IT support ticket queue, ensuring appropriate assignment, escalation and timely resolution of all requests.
Monitor team SLA performance, track breach risks and implement preventative measures to maintain service quality.
Produce a weekly support report for the IT Director, summarising ticket volumes, SLA performance, trends and key issues.
Identify recurring incidents and drive root cause analysis to resolve underlying issues rather than repeated workarounds
Propose and implement process improvements that drive efficiency, consistency and service quality across the support team.
Support public and private cloud environments, and a distributed IT service desk supporting a global employee base.
Manage asset inventory, return defective equipment, document customer repairs, and maintain spare parts levels.
Develop and maintain technical knowledge across all systems within the company profile and specialise in nominated areas.
Work with vendor support contacts to resolve technical issues within the desktop environment.
Document and standardise processes to drive automation and ensure projects are delivered on time, on scope, and on budget.

Extensive knowledge of unified endpoint management, e.g., Kaseya, ServiceNow, including implementation, maintenance, and administration.
Excellent written, verbal, & interpersonal skills with high degree of independence with proactive thinking, ownership and responsiveness.
Knowledge of ITSM tools, e.g., Service Now.
As required by law, we will verify the identity and employment eligibility of all persons hired to work at Trintech.
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

Experience with collaboration tools such as Webex, Teams, Zoom and the Atlassian Suite.

For further information, please review the Know Your Rights notice from the Department of Labor.
Equal Opportunity Employer

This listing is sourced directly from Trintech's careers page and normalized into a canonical job model.