The Service Engineer provides support for basic incident resolution and requests reported to the corporate service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.
The Service Engineer is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, business units, division or corporate groups.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Determines requirements by working with internal customers.
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Resolves problems by instructive issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfills requests by helpful desired information; completing transactions; forwarding requests.
Maintains ticketing system by entering information.
Keeps equipment operational by following established procedures; reporting malfunctions.
Updates job knowledge by utilizing and adding to the company knowledge database.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
85% call handling and ticket management. 15% project/task management.
SKILLS & ABILITIES:
Product Selection & Procurement
Provides routine technical support to project / work team evaluation of 3rd party packages. Use basic analysis and evaluation to conduct software feasibility under direct supervision.
Performs tasks associated with purchasing product with significant guidance/direction.
Recognizes vendor policies or procurement procedures. Recognizes key contractual agreement concepts.
Perform tasks associated with system or technology implementation under direct supervision.
Recognizes key concepts in the implementation phase of a technology or system development cycle.
Direct client interface during project implementation.
Codes (for applications), tests, debugs and maintains programs and technologies with a progression of increasingly more difficult work assignments.
Supports/assists with systems/technology upgrades.
Performs modifications from detailed specifications under immediate supervision.
PC Workstation Hardware / Software & Integration
Performs analysis and administrative tasks in the installation of new or existing personal computer based systems under direct supervision.
Recognizes PC hardware and OS architecture, network and client-server concepts.
Tools & Architecture
Fundamental knowledge of OS to be able to navigate files structures, execute OS specific commands, understand file and user security, ability to setup job scheduling, set appropriate environment settings and basic scripting.
Recognizes key design and application concepts and methodology.
Understand and follows IT standards within primary support area.
Uses languages, tools, and hardware platforms within Sensient's standards with direct guidance/direction.
Problem Solving and Decision Making
Knows when to make decisions independently and when to involve immediate supervisor for problem resolution or decision making.
Identifies and documents issues and assesses magnitude.
Solves basic problems and makes guided decisions in accordance with established policies and procedures.
Consults others to resolve problems beyond own authority.
Gathers facts and information needed to make appropriate decisions or solve simple problems impacting own environment.
Education & Experience
ABOUT SENSIENT TECHNOLOGIES CORPORATION:
Sensient Technologies Corporation is a leading global manufacturer and marketer of colors, flavors, and fragrances. Sensient employs advanced technologies at facilities around the world to develop specialty food and beverage systems, cosmetic and pharmaceutical systems, inkjet and specialty inks and colors, and other specialty and fine chemicals. The Company's customers include major international manufacturers representing most of the world's best-known brands. Sensient is headquartered in Milwaukee, Wisconsin.
As a dynamic and diversified global leader, we offer an excellent salary and comprehensive benefits package. For more information, visit our website at http://www.sensient.com
Equal Opportunity Employer
Sensient Technologies Corporation