Service Desk Engineer

Who We Are

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com .

Summary: The Service Desk II Engineer is responsible for resolving complex and escalated issues that cannot be solved by the Service Desk I Technician. The Service Desk II Engineer also provides technical support and guidance to the Service Desk I Technician and other IT staff.

Essential Duties and Responsibilities:

• Receiving, logging, and prioritizing tickets escalated from the Service Desk I Technician or other IT staff.
• Performing advanced troubleshooting and root cause analysis of the reported issues.
• Applying appropriate solutions or workarounds to resolve the issues within the agreed service level agreements (SLAs).
• Escalating tickets to the Service Desk III Specialists or other IT Support teams if the issues cannot be resolved by the Service Desk II Engineer.
• Documenting the resolution steps and updating the ticket status in the service management system.
• Communicating with the end users, the Service Desk I Technician, and other IT staff throughout the ticket lifecycle.
• Providing feedback and suggestions for improving the Service Desk II processes and procedures.
• Participating in the service desk training and knowledge sharing sessions.
• Keeping the Training & Development team informed about changes in technical documentation to ensure that the service desk knowledge base remains up to date.
• Support on-going projects through Service Desk Project Tasks as appointed by Manager.
• Maintain a ratio of up to 60% time allotted for project tasks and 40% time allotted for field assistance (ticket queue)

Essential Knowledge, Skills, and/or Abilities:

• 4+ years of experience working for a corporate level service desk Technical Skills Preferred
• SharePoint - Understanding of SharePoint architecture, migrations, site collections, sites, and lists. Experience in configuring and managing document libraries, versioning, and metadata.
• OneDrive - Proficiency in configuring and managing OneDrive for Business. Knowledge of file synchronization, versioning, and access controls in OneDrive.
• Microsoft Teams - Experience in Microsoft Teams configuration and administration.
• Knowledge of Teams channels, tabs, and apps.
• Active Directory User, Computer and Group Management. Understanding of Group Policy Management
• EntraID (formerly Azure) User and Group Management. Troubleshoot issues with Azure VMs and Storage
• Intune Device Management. User and Group Management, Autopilot.
• Computer Hardware In-depth understanding of hardware components. Proficiency and diagnosing and resolving complex hardware issues. Ability to perform hardware repairs and maintenance tasks.
• Copier Hardware (PrinterLogic) Troubleshoot network and printing issues. Address book administration.

Communication Skills

• Must have good command of the English language to provide effective phone, desk-side, and email support.
• This position requires handling confidential information in an appropriate manner.
• Interactions with Company Associates must be handled with diplomacy and tact.
• Individual must be able to gauge the user's technical ability and communicate with them in appropriate technical or non-technical language.
• Frequent collaboration with all Technology Teams.

Decision making/judgement

• Self-motivated with excellent organizational and planning skills, including the ability to remain calm and manage time well in a fast-paced, ever-changing, team-oriented environment.
• Capable of working on multiple projects and/or assignments in unison while executing decision-making authority regarding procedures, plans, and schedules.
• Although problem-solving guidelines may exist for some problems, situations may be encountered where procedures or instructions may need to be developed and documented.
• The incumbent will work either on their own or with the larger technology team to resolve the issue and document the solution.

Must be able to learn and support new and fast-changing technologies.

Education and/or Experience:

• College degree in a technical field or equivalent experience is encouraged but not required.

Certificates, Licenses, Registration:

• None Required

Physical Demand: The physical demands described here are representative of those that must be met by a candidate to successfully perform the essential functions of this job. While performing the duties of this Job, the candidate is regularly required to:

• Sit, stand, and walk.
• Use hands to handle or feel and be able to reach with hands and arms. Lift up to 50 pounds.
• Talk and hear, see clearly with both close vision and distance vision.

Travel Requirements: This role requires periodic travel between office locations to perform duties outlined in the job description above. A successful candidate should expect to travel 25% of the time to ensure projects and support initiatives are met.

What We Offer

NFP is proud to offer a competitive salary, PTO and paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more. Our people-first culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.