ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. They are looking for a Senior IT Service Desk Engineer to support and empower business units by ensuring a smooth technology experience and enhancing employee satisfaction through effective service desk operations.
Responsibilities:
- Triage and prioritize requests for service desk tickets ensuring that the business users have clarity and transparency into the process for resolution
- Monitor a Tier two queue for ticket escalations and work with IT Operations to prioritize projects within Jira
- Identify trends in client inquiries and recommend innovative solutions to better the employee experience
- Troubleshooting network connectivity issues in our Meraki & Fortigate environment
- Onboard and offboard employees via Okta and other internal tools
- Assemble, install, upgrade and configure new computing resources, including hardware, software, and applications in a Mac and Windows environment
- Monitor and make recommendations for improving department and team SLA’s
- Ensure that workstations are proactively maintained and patched and align with ezCater security policy
- Support on-site and remote company meetings
- Train, mentor, and coach junior members of the IT Service Desk on department policies and procedures
- Lead and participate in projects within IT and across the organization
- Conduct day one new hire training of ezCater employees
Requirements:
- Strong interpersonal skills
- Great communication skills (written, verbal, and presentation)
- Experience in providing support for an endpoint fleet of Mac & Windows via JAMF & NinjaOne
- Supported Google Apps (Google Workspace) environment
- Supported modern enterprise SaaS platforms (Slack, Okta, Google, Zoom, O365, etc.)
- Experience administering Atlassian products (JIRA/Confluence)
- Working knowledge of Zoom Room Video Conferencing
- Flexibility in working hours generally from 9am-5:30pm local time and part of an off hours on-call rotation
- Ability to work from the Boston office 1-3 days per week
- Able to lift/move desktops & monitors
- A passion for solving technical problems and a desire to help others
- A friendly and outgoing personality
- An ability to conceptualize and implement new solutions that improve the experience of our employees and the IT team members that support them
- An ability to own the resolution of reported issues through to completion
- Strong attention to detail