Work with the Best!

Our companies are always looking for highly motivated and talented people passionate about energy and making a lasting positive impact. Come join us!

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Work with the Best!

Our companies are always looking for highly motivated and talented people passionate about energy and making a lasting positive impact. Come join us!

Level 2 Helpdesk Support Technician

Electric Power Engineers

Electric Power Engineers

IT, Customer Service
Panama City, Panama
Posted on Saturday, June 29, 2024

Level 2 Helpdesk Support Technician

Location PA-Panama City
ID 2024-1382
Category
Information Technology
Position Type
Regular Full-Time

Overview

We are designing the grid of the future!

Be a part of an innovative team shaping the grid of the future through advanced energy intelligence. For more than half a century, Electric Power Engineers, (EPE) has partnered with power and energy clients across the globe providing consulting expertise and energy intelligence software solutions for complex engineering and grid modeling challenges. As leaders in the renewables space, we are focused on building a modern, secure, and resilient gid. Join us in making an impact on the communities we serve and the environment in which we live. Together we can transform the future of energy.

Responsibilities

Join us in leading the change!

As a Level 2 Helpdesk Support Technician, you will be responsible for providing technical assistance and support to end-users within our organization. You will handle escalated issues that cannot be resolved by Level 1 support and work closely with other IT teams to ensure timely resolution of technical problems. Your primary goal will be to ensure the smooth operation of computer systems, networks, and applications, thereby enabling our employees to perform their tasks efficiently.

How you can make an impact:

  • Technical Support: Provide second-level technical support to end-users via phone, email, chat, or in person. Troubleshoot and resolve hardware, software, and network issues efficiently.
  • Escalation Management: Receive and manage escalated tickets from Level 1 support technicians. Analyze the nature of the problem, prioritize issues based on severity and impact, and escalate to appropriate teams if necessary.
  • Problem Diagnosis: Perform in-depth troubleshooting to identify the root cause of complex technical issues. Utilize diagnostic tools and techniques to diagnose and resolve problems related to hardware, software, and network infrastructure.
  • Documentation: Maintain accurate records of all support activities, including ticket updates, resolutions, and user interactions. Document troubleshooting steps, solutions, and best practices for future reference.
  • System Administration: Assist in the administration and maintenance of IT systems, including servers, networks, and software applications. Perform routine system updates, patches, and upgrades to ensure optimal performance and security.
  • Collaboration: Collaborate with other IT team members to resolve complex technical issues and implement system enhancements. Share knowledge and expertise to contribute to the overall improvement of IT services.
  • Customer Service: Provide excellent customer service and ensure a positive end-user experience at all times. Communicate technical information clearly and effectively to non-technical users, ensuring they understand the nature of the problem and the steps taken to resolve it.

Qualifications

Bring your passion, here's what’s needed:

  • Bachelor's degree in computer science, Information Technology, or related field preferred.
  • Minimum of 2-3 years of experience in a technical support role, preferably in a helpdesk or service desk environment.
  • Strong knowledge of Windows and/or Mac operating systems, as well as common business applications such as Microsoft Office Suite.
  • Proficiency in troubleshooting hardware, software, and network issues.
  • Familiarity with Jira and remote support tools.
  • Excellent communication and interpersonal skills, with the ability to interact professionally with users at all levels of the organization.
  • Proven ability to prioritize and manage multiple tasks in a fast-paced environment.
  • IT certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

Location: This position will be located in Panama

Travel: Occasional travel may be needed (10% or less)

EPE is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster, and its supplement are available using the following links: EEOC is the Law Poster

If you are interested in applying for employment with EPE and need special assistance to apply for a posted position, please send an email to: applicationassistance@epeconsulting.com

Third-Party Recruiting Notification

EPE does not accept unsolicited resumes from third-party recruiters. Any unsolicited third-party resumes forwarded by recruiters to EPE via our career page or to any of our managers or employees will be considered public information, may be treated as a direct application from the person identified in the resume, and will not be eligible for placement fee payment to the agency. EPE will not pay a fee to a third-party recruiter or agency without a previously signed third-party agreement and has not coordinated their recruiting activity with the appropriate member of the Talent Acquisition team.

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