Job details

Technical Support Engineer

Shorelight— Technical Support Engineer

Colombia

About Us

Shorelight is reinventing the international education experience for students worldwide. Based in Boston, the company works directly with top-ranked, nonprofit American universities to build innovative programs and high-touch, technology-driven services that help talented students thrive and become global citizens.

Job Overview

The Sr. Desktop Support Engineer delivers direct, end-to-end technology support to Shorelight employees while providing excellent levels of service and support to the Shorelight community. This role is the first-line technical support contact for the global company. He/She/They work closely with Human Resources to ensure that laptops and onboardings are provisioned, scheduled, and delivered with 100% accuracy. The Sr. Desktop Support Engineer reports to the Technical Support Manager.

The Sr. Desktop Support Engineer is an analytical and logical problem solver with outstanding oral and written communication skills and a proven ability to present and address both technical and non-technical individuals at all levels of the organization. He/She/They is a team player who has high-level customer service skills, adjusts quickly to shifting priorities and deadlines, and thrives in a fast-paced, high-tech environment.

Essential Functions

Technical Support

Maintain and develop strong technical expertise in key technologies in use within Shorelight, which includes areas such as operating systems, browsers, voice and data networking, Zoom, Outlook email client, Office 365, Okta SSO, Ivanti Helpdesk and the like
Troubleshoot and resolve IT issues via phone, Web, and in-person channels
Contribute to Help Desk process documentation
Maintain familiarity with current and upcoming technology trends in mobile, desktop OS, etc.
Demonstrate initiative in recommending enhancements and improvements to the IT infrastructure
Help maintain a current inventory/asset system of all computer hardware and software

Support & Customer Service

Actively monitor onboarding pipeline and ticket queues, and ensure that all requests are handled in accordance with Shorelight’s service delivery standards
Research and identify Solutions to software and hardware issues
Prioritize and manage several open issues at one time
Escalate tickets proactively to responsible senior team members or specialists
Demonstrate high degrees of skill and tact in the areas of teamwork and interpersonal relationships, including highly effective oral, written, and listening communication skills
Assume other duties as required

Security

Comply with Shorelight Written Information Security Policy, and all other Shorelight Information Security Policies and Procedures.
Take responsibility for any Shorelight assets assigned to you.
Promptly report any security events, incidents, or weaknesses to Shorelight Security.

Minimum Qualifications

5+ years of experience in IT or a related field, with a strong background in operating systems, desktop support, security, networking, system administration, scripting, and other IT technology areas
Fluency in English is essential for this role, both written and spoken. Candidates must be able to articulate ideas clearly and understand complex instructions.
Hands-on experience with Windows 10/11 and Mac OSX operating systems as well as a broad suite of cloud-based and SAAS applications in a business environment

Preferred Qualifications

Bachelor’s degree in computer science, information technology, or related field
Additional certification in Microsoft, Cisco or similar technologies is a plus
Previous support or customer service experience or training

Application Process:

To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.

Background Check Required – Education, Criminal, Identity

Shorelight is an Equal Opportunity Employer.

By Shorelight

Shorelight Education is a U.S.-based education company that partners with leading nonprofit universities to increase success for international students while driving institutional growth. Shorelight's purpose is to "Educate the World"-a call to ac...

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FUNDING

Growth

DEPARTMENTS

Customer Support

SENIORITY LEVEL REQUIREMENT

Senior

TEAM SIZE

501-1000

LOCATION