Freespace - L1 Service Desk Engineer - Ticketing System

As a L1 Engineer, you bring best practices to execute change requests, troubleshooting and issue resolution for system backend configuration to yield occupancy data, digital signage, analytics model and bring an engineering mindset to discussion in providing application support for real estate optimization solutions.

You are analytic and bring structure to your work, you champion consistency and predictability and you are self-driven and motivated.

You are a strong believer in robust customer support and incident management systems.

You enjoy collaborating with different stakeholders to drive issue resolution and are naturally able to collaborate with client-facing colleagues, developers, product owners, Field experts, and project engineers as well as product and business Prioritize tickets, triage and monitor their resolution, ensuring that the team is resolving client requests/incidents efficiently and within the agreed Service Level Agreement timeframe and that updates and outcomes are clearly communicated to clients.

• Resolve client tickets when needed, understanding client requirements/issues and presenting practical solutions as necessary.
• Demonstrate and train clients on Freespace products and services, applications, maintenance and analytics dashboard.
• Prepare presentations, documentation and guides for clients and internal use.
• Identify improvements to the internal systems and processes, making suggestions where appropriate.
• Facilitate client meetings to advise clients on additional services or products, share information, and training.
• Compile data analytics reports, review & interpret data/trends for client usage as well as client-issue resolution.
• Build, maintain and share a comprehensive and up to date understanding on the functionality of all products.
• Participate regularly in a range of internal and external discussions.
  
  

The Person

• A genuine commitment to placing the customer first.
• A positive can-do attitude, able to work on own initiative.
• Ability to make decisions, compile reports based on data analytics.
• Able to work fast and solve problems under pressure at times of high workload and competing priorities.
• Remain focused, composed, optimistic and flexible in difficult situations, resilient and bounce back from failures.
• Focuses on results and desired outcomes and how best to achieve them.
• Comfortable working with ambiguity & to question to gain full understanding.
• An ongoing commitment to learning and self-improvement.
• A willing and helpful person who thrives on providing support for the team to achieve their goals.
• Flexible; willing to shift work hours where needed to deliver client service.
  
  

Required Skills & Experience

• Bachelors degree of Engineering in Computer Engineering, IT, Electronics, ENTC, etc.
• Willingness to provide Night support during US and UK business hours if required.
• Minimum 3-5 years of experience in relevant field; IOT environment.
• 3+ years customer service experience within a technical industry, ideally in a support or help desk role.
• Basic level proficiency in MySQL.
• Basic level proficiency in JavaScript, React JS.
• Proficiency in Microsoft Excel & Word is essential.
• Experience of writing and/or delivering training & presentations would be advantageous.
• Experience of working with and validating analytics data.
• Proficient with visual design software such as Adobe Photoshop, etc. will be good to have.
• Strong cause-effect analytical abilities to solve problems.
• Strong problem-solving skills.
• Excellent communication skills presentation, written and verbal is essential. Able to communicate across a range of stakeholders.
• Excellent Inter-personal Skills.
• Willingness to work in rotational shifts (night shift included).
  
  

(ref:hirist.tech)