Service Desk Engineer
9 months ago
Employment Information
Service Desk Engineer
Who are we and what do we do?
Fruit was just the beginning. Since our founding in 1999, we’ve evolved over 25+ years into an industry leader and modern gifting destination for celebrating the moments that matter. In addition to a robust online e-commerce hub, our vast retail footprint includes nearly 1,000 locally owned and operated franchise locations globally.
With offerings that go beyond our iconic fresh fruit bouquets to include baked treats, fresh flowers, dessert boards, platters, and more, our vast collection of delicious treats and innovative gifts are perfect for treating yourself and others.
No matter the occasion or moment, there’s an edible® for that.
Through all our incredible years, we’ve remained committed to our 5Ps:
- Our promise– Experiences that WOW.
- Our products–Remarkably fresh.
- Our places– Interactive and creative.
- Our People– Create special memories.
- Our purpose–To celebrate what’s good in life.
Purpose:
We are seeking a skilled and proactive Service Desk Engineer to join our vibrant team. In this role, you will be the first point of contact for our clients, offering technical support and troubleshooting services to ensure optimal system performance. You will work closely with users to diagnose issues, guide them through step-by-step solutions, or escalate complex problems to the appropriate teams. The ideal candidate will have a solid technical foundation, exceptional problem-solving skills, and a strong commitment to delivering high-quality customer service. Experience in handling a variety of software, including franchise management systems, and familiarity with cloud environments will be advantageous.
What that looks like day to day:
Incident Management
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Respond to customer inquiries, providing effective and timely resolution to technical problems.
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Diagnose and resolve hardware, software, and basic network issues, ensuring minimal downtime for our employees.
User Support and Training
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Assist users with system functionalities, guiding them through features and troubleshooting common issues.
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Develop and maintain support documentation and user guides to help customers effectively use our systems.
System Monitoring and Maintenance
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Regularly monitor system performance, identifying and resolving potential issues before they impact users.
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Perform system updates and patching to ensure the security and efficiency of our IT infrastructure.
Collaboration and Escalation
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Work closely with the service desk team to escalate complex issues, ensuring they are resolved in accordance with SLAs.
Continuous Improvement
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Keep abreast of new technologies and trends in customer support to continuously improve service delivery.
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Participate in training and development opportunities to enhance technical and customer service skills.
What you will have:
- 3+ years of experience in a technical support or service desk role.
- 3+ years of experience with troubleshooting and resolving issues within Microsoft 365 administrative portals.
- Strong foundational knowledge, including the troubleshooting of Windows & Mac in a hybrid Entra ID environment.
- Excellent communication and interpersonal skills, with a focus on providing outstanding customer service.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- Familiarity with service desk software (e.g., Connectwise PSA, Zendesk) and remote support tools.
- A collaborative team player with a positive attitude and the ability to adapt to changing priorities.
What will set you apart:
- Experience with supporting executives in a corporate environment.
- ITIL, CompTIA A+, or other relevant Microsoft or Apple certifications.
- Experience with cloud services platforms, preferably Azure.
- Proficiency in using and supporting users with mobile applications and devices within Intune.
- Ability to create and maintain technical documentation and user guides.
- Previous experience in a customer-facing role within a dynamic service desk environment.
What We Offer:
- Onsite work environment with work-from-home flexibility, fostering collaboration and relationship building with peers, cross-functional partners and leadership.
- The stability and resources of an industry-leading company successfully operating for 25 years, with the agility and innovation of a startup, allowing you to make a significant impact and shape our future.
- Growth & Development – Each team member has a visible and immediate impact on the business, offering abundant opportunities for personal and professional growth as we scale in size and sophistication.
- Healthcare plans that include health/dental/vision insurance, 401K Plan, company-paid life insurance and short-term disability, flexible spending account options and more.
- Paid time off, including sick days & holidays to support work-life balance.
We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, creed, color, religion, sex, sexual orientation, marital status, national origin, age, and disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard.
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