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# IT Deskside Support Engineer

- **Company:** Fair Isaac Corporation
- **Location:** San Diego, United States
- **Salary:** $84,000.0 - $132,000.0
- **Contract:** Permanent contract
- **Skills:** Antivirus Softwares, Microsoft Outlook, Configuration Management, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), MSDN-The Microsoft Developer Networks, Networking Basics, RSA (Cryptosystem), TCP/IP, Cisco WebEx
- **Published:** September 4, 2026
- **Apply:** https://startup.jobs/deskside-support-engineer-ii-9-fair-isaac-mexico-sa-de-cv-8738320

## About the Role

* 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.

## Description

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.


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