Analyst EUC

Job Description

Job Purpose

ICE Mortgage Technology (IMT) is a provider of enterprise on-demand solutions, including an online network, software and services for the residential mortgage industry. We are leading the mortgage industry into the future, developing and marketing software solutions that are transforming how mortgage lenders, investors, and settlement service provider work together.

Currently, we are looking for a service-oriented EUC Support technician to provide local technical support to users and partake in Corporate IT projects and activates in an efficient and accurate manner. This position is the frontline IT support for the company and will help user resolve basic technical problems. Additionally, involved in Corp Tools support, event and facilities projects and Projects.

Responsibilities

• Provide first level contact and convey resolutions to customer issues
• Participate in Corp events and facilities work as relating to IT
• Participate in various Corp IT projects
• Participate in various IT purchasing duties, including software licensing costing, renewal and maintenance
• Work closely with local management and Facilities
• Monitor and respond quickly and effectively to requests received through the ticketing system
• Properly escalate queries as necessary
• Participate in the installation and management of local IT Services including Servers, and network devices
• Work closely with Tier 2 and 3 engineers for escalations and ensure two-way communication with local staff is established
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Document related processes and procedure and share them in the centralized IT document repository
• Participate in local onboarding and offboarding of staff
• Utilize excellent customer service skills and exceed customer expectations
• Ensure proper ticket recording, documentation, redirection and closure
• Recommended procedure modifications or improvements
• Preserve and grow your knowledge of operation procedures, products and services
  
  

• 2+ years of experience supporting Windows and Mac environment
• Proven working experience providing first level support for employees
• Working knowledge of ServiceNow and remoting tools (RDP, Bomgar, etc.)
• Strong knowledge and experience working with Office365 and Microsoft solutions i.e. SharePoint, OneDrive, etc
• Knowledge of imaging technologies
• Strong knowledge and experience with Laptop and Macbook OS and hardware
• Knowledge and experience with mobile solutions such as Intune
• Knowledge and experience supporting collaboration tools such as Zoom client, Zoom Rooms, Webex and Microsoft Teams
• Strong client-facing and communication skills
• Advanced troubleshooting and Multi-tasking
• Knowledge on supporting printers, network equipment and local hub rooms
• Understand Active Directory and SSO and multifactor authenticators
• Understand the basics of client connectivity: VPN, DHCP, TCP/IP, etc
• Strong customer service and troubleshooting skills
• Experience working with medium to large global corporations in IT Support functions is desired
  
  

• Demonstrated ability to always maintain a customer-service focus and attitude
• Worked with global teams based out of US and Europe
• Must be able to remain calm in pressure situations
• The ability to simplify complex technical solutions and convey them to end users
• Must be able to adapt quickly to a constantly changing environment
• Willingness to learn and adapt new technologies
• Proactively address new and emerging problems
• Due to the nature of the job, some level of flexibility for after-hours support, may be required from time to time. Might need to work on Saturday or Sunday on need basis for change execution
• Ready to work in rotational shift to provide 24X7 support