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Information Systems Engineer

Company: Wolfspeed, Inc.
Location: Durham
Posted on: January 25, 2023

Job Description:

We know that the achievements of our organization are due to the passion, hard work and creativity of our employees. We celebrate different perspectives to foster excellence across our organization, and our goal is to make diversity a foundation of what we do. We are proudly building an environment where you can bring your authentic self to work.

Enjoy doing things that people say can't be done? Innovation is at the center of everything we do.
Hate red tape? We remove roadblocks instead of creating them.
Working parent? We provide childcare assistance and paid parental leave.
Student? We offer continuing education assistance.
Looking for community? There are many ways to get involved, from Employee Resource Groups to local outreach.

Here's the Gist

The Engineer will provide customer support to clients via telephone, chat, email support or tickets; Level 2 triaging and resolutions such as password resets and account unlock for reported incidents and requests. The individual will provide connectivity support for home users which includes network routers, broadband, cabling, Citrix, Virtual Technologies, and VPN. The individual will also document solutiouns to drive resolutions back to Level 1.

The Day-to-Day

---Provide customer support to client via telephone, chat, email support or tickets.
---Provide Level 2 triage and resolutions such as password resets and account unlock for reported incidents and requests.
---Provide connectivity support for home users which includes network routers, broadband, cabling, Citrix, Virtual Technologies, and VPN.
---Perform customer call backs as required.
---Providing Apple, Windows, device support over the phone.
---Providing smartphone assistance for in home connectivity.
---Support Devices through use of SCCM, Admin Portals and Remote Support Tools.
---Assist users with set up of remote equipment and provide troubleshooting assistance if needed.
---Assisting with troubleshooting issues using remote management software.
---Using specific tools to diagnose issues, make recommendations for resolution.
---Using problem-solving and people skills to ensure swift resolutions to technical issues.
---Testing, troubleshooting, and diagnosing computer error messages and failures.
---Escalate issues to next level support if needed
---Effectively manage length of calls, handle time, and after call work.
---Provide a high first call resolution rate
---Promote teamwork and contact center success
---Providing 5-star customer service.

This Job is Right for You if You Have (Minimum Requirements)

---Experience working on a helpdesk/service desk handling tickets
---Experience troubleshooting Desktop hardware and associated peripherals.
---Proficiency in navigating accounts
---Ability to resolve more complex support ticket requests
---Effectively manage length of calls, handle time, and after call work.
---Promote teamwork and contact center success.
---Working knowledge of Apple, Windows, Desktop and Mobile Device hardware and software.
---Working knowledge of Windows 7, 10, 11, and Microsoft 365
---Working knowledge of Microsoft Teams
---Strong experience with Exchange
---Experience working with SCCM
---Experience working with Virtual Desktop Environment
---Experience with ServiceNow Ticketing System
---Experience working in a fast-paced service desk
---Experience with PowerShell Scripting

This role may require additional duties and/or assignments as designated by management.

To put it legally - Wolfspeed is an equal opportunity employer.

We recruit, employ, train, compensate and promote regardless of race, sex, religion, color, national origin, disability, age, veteran status, gender identity, sexual orientation and other protected status as required by law

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Keywords: Wolfspeed, Inc., Durham , Information Systems Engineer, Other , Durham, North Carolina

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