Fico
Deskside Support Engineer II
San Diego, CA · Mid
Sponsorship not specified$84k-$132kDetected 10 days ago
Machine LearningCustomer SupportTCP/IPDNSVPNResearchCommunicationCollaborationProblem SolvingMicrosoft Office
About the role
- As a member of this World class team you will serve as an escalation point for technical issues affecting FICO employees and infrastructure.
Responsibilities
- As an IT Deskside Support Engineer, you will join a team of Engineers who are motivated to deliver best in class customer service within a fast paced and complex environment.
- Route/Assign tickets to the appropriate support group, if necessary.
- At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today - Big Data analytics.
Skills
- Diagnose, prioritize, troubleshoot and resolve incidents and incidents reported by the users via telephone, chat, email or walk-ins.
- Identify and escalate tickets requiring urgent attention and action.
- Dealing with and resolving helpdesk requests e.g. Outlook issues, Operating system issues, printer, Standard software and Antivirus.
- Generate and process trouble tickets and participate in the Change Management process where needed.
- Assist with process development and improvement to include technical documentation.
- Ensure that issues are addressed and SLAs are met.
- Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies.
- Proven communications skills (verbal and written).
- Knowledge on MSDN accounts, WebEx account & Software Assignment.
- Knowledge on ITIL Framework and Terminologies.
- Demonstrated problem solving capabilities.
- Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner.
Compensation
- $84,000 to $132,000 with this range reflecting differences in candidate knowledge, skills and experience.
Benefits
- The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
- You'll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.
Company info
- Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
- An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
- An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
Visa & Work Authorization
- candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status
This listing is sourced directly from Fico's careers page and normalized into a canonical job model.