Offer summary

Qualifications:

Proven experience as a Technical Support Engineer., Strong knowledge of ServiceNow and experience with Office 365, SharePoint, Windows, and MacOS., Excellent problem-solving and communication skills, with the ability to explain technical issues clearly., Knowledge of the ITIL framework and relevant certifications are a plus..

Key responsibilities:

Provide remote technical support to end-users globally across various functional areas.

Utilize ServiceNow for incident management, problem resolution, and knowledge base management.

Manage and update support tickets daily, ensuring timely resolution and adherence to SLAs.

Build relationships with functional areas to enhance service delivery and strive for continuous improvement.

Job description

Description

Service Experience Engineer

We are seeking a skilled and dedicated Service Experience Engineer to join our technical support team, playing a crucial role in providing technical support to end-users within Sitecore.

Your responsibilities will include servicing universal requests, resolving hardware and software issues, managing incidents, and ensuring smooth ET operations and productivity throughout Sitecore.

You will need experience in ServiceNow, Microsoft Office 365, SharePoint, Windows OS, and MacOS. Additionally, you’ll be expected to deliver exceptional customer service and contribute to continuous service improvement initiatives.

What you'll do:

Provide remote technical support to end-users, located globally, across different functional areas, utilising a mix of Windows Laptops and MacBooks
Utilise ServiceNow for universal requests, incident management, problem resolution, and knowledge base creation and management
Manage and update tickets daily, ensuring timely resolution
Identify knowledge gaps and curate new content
Create and maintain KBs, documentation and reports
Identify knowledge gaps and curate new content.
Escalate complex or unresolved problems to senior engineers or third-party vendors
Manage and maintain agreed SLAs, including prioritizing and adjusting individual priorities to reflect the daily changing needs of Sitecore, and associated risk management
Build and maintain relationships with all ET and functional areas to ensure that ET-delivered services and Sitecorian productivity goals are understood and exceeded
Stay abreast of trends in service delivery, ITIL, technologies, policies, procedures, and other external changes that could have an impact on service experience delivery and support
Strive for continuous improvement of the Service Experience for Sitecorians
Assist with the support and management of SharePoint sites, libraries, and permissions
Provide excellent customer service via ServiceNow and MS-Team

What you'll need:

Proven experience as a Technical Support Engineer.
Strong knowledge of and experience with ServiceNow.
Experience in supporting Office 365, SharePoint, Windows, and MacOS.
Excellent problem-solving skills and the ability to prioritize tasks.
Strong communication skills, with the ability to explain technical issues in clear and non-technical language.
Knowledge of the ITIL framework (or equivalent), the IT support lifecycle, associated methodologies, and their practical application
Relevant certifications (e.g., ITIL, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.

Required profile