Associate Systems Engineer
At RH we believe deeply that the "right" people are our greatest asset. We value people with high energy, who possess the ability to energize others. People who are smart, creative, and have a point of view. People who see the answer in every problem, versus those who see the problem in every answer. People who are driven, determined, and won't take "no" for an answer. We value team players, people who are more concerned with what's right, rather than who's right.
ASSOCIATE SYSTEMS ENGINEER
The Associate Systems Engineer provides on-site technical support for incidents and requests reported to them. Responsibilities include initial assessment, triage, research, and resolution of first-level cases; commonly regarding the use of application software products and/or infrastructure components. The Associate Systems Engineer is responsible for collecting and analyzing information received through a customer conversation, support tools, and additional service resources if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other IT service resources.
YOUR RESPONSIBILITIES
- Analyzes and resolves incidents/requests regarding the use of application software or hardware.
- Logs and tracks incidents/requests from identification through resolution in incident management software.
- Communicate with other service resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and customer communication is complete.
- Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
- Documents resolutions and internal procedures & updates self-help and staff knowledge bases.
- Creates a positive customer support experience and builds strong relationships through engaged listening and understanding, problem-solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
- Maintains and protects confidentiality with regard to all aspects of employee information.
OUR REQUIREMENTS
- Competency in Windows OS, Mac OS, Gmail, MS Office Suite, AS400, Warehouse Management software
- Experience supporting Warehouse / Distribution Center hardware with Laptops, Desktops
- Familiarity with Symbol / Zebra RF Guns, Zebra Wireless Printers, Zebra Thermal Printers
- Understanding Network terminology as well as how devices on a network communicate.
- Basic User & Security Group administration through Active Directory.
- Willingness to learn continuously evolving company & industry-specific applications, technology, and terminology.
- Demonstrated ability & desire to provide first-rate customer service.
- Excellent written and verbal communication skills, team player.
- Excellent organizational & time management skills with strong attention to detail.
- Proven analytical & problem-solving skills.
EXPERIENCE
- Three years of working experience in a related field.