IT Deskside Support Engineer

As an IT Deskside Support Engineer, you will join a team of Engineers who are motivated to deliver best in class customer service within a fast paced and complex environment. As a member of this World class team you will serve as an escalation point for technical issues affecting FICO employees and infrastructure.

What You’ll Contribute

• Diagnose, prioritize, troubleshoot and resolve incidents and incidents reported by the users via telephone, chat, email or walk-ins.
• Identify and escalate tickets requiring urgent attention and action.
• Log all contacts and document all the activities and results accurately and completely within the incident management tool.
• Dealing with and resolving helpdesk requests e.g. Outlook issues, Operating system issues, printer, Standard software and Antivirus.
• Generate and process trouble tickets and participate in the Change Management process where needed.
• Assist with process development and improvement to include technical documentation.
• Ensure that issues are addressed and SLAs are met.

• Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies.
• Proven communications skills (verbal and written).
• Knowledge on MSDN accounts, WebEx account & Software Assignment.
• Knowledge on ITIL Framework and Terminologies.
• Demonstrated problem solving capabilities.
• Route/Assign tickets to the appropriate support group, if necessary.
• Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner.
• Knowledge on Software Center Configuration Manager, Software center & RSA.
• Rapid troubleshooting of hardware and software issue escalations.
• Root cause analysis in problem solving.
• Open to working in a 24x7 environment with rotating shifts and rotating weeks off.

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
• The targeted base pay range for this role is: $84,000 to $132,000 with this range reflecting differences in candidate knowledge, skills and experience.

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!, At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today - Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.

FICO makes a real difference in the way businesses operate worldwide:

• Credit Scoring - FICO® Scores are used by 90 of the top 100 US lenders.

• Fraud Detection and Security - 4 billion payment cards globally are protected by FICO fraud systems.

• Lending - 3/4 of US mortgages are approved using the FICO Score.

Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people - just like you - who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!

Learn more about how you can fulfil your potential at www.fico.com/Careers

FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.