Service Desk Engineer

As an L1 Engineer, you will bring best practices to execute change requests, troubleshooting, and issue resolution for system backend configuration to yield occupancy data, digital signage, analytics model, and bring an engineering mindset to discussions in providing application support for real estate optimization solutions. You are analytical and bring structure to your work. You champion consistency and predictability, and you are self-driven and motivated. You are a strong believer in robust customer support and incident management systems. You enjoy collaborating with different stakeholders to drive issue resolution and are naturally able to collaborate with client-facing colleagues, developers, product owners, field experts, project engineers, as well as product and business people. In this role, your responsibilities will include prioritizing tickets, triaging and monitoring their resolution, ensuring that the team is resolving client requests/incidents efficiently and within the agreed Service Level Agreement timeframe. You will also resolve client tickets when needed, understanding client requirements/issues and presenting practical solutions as necessary. Additionally, you will demonstrate and train clients on Freespace products and services, applications, maintenance, and analytics dashboard. You will prepare presentations, documentation, and guides for clients and internal use, identify improvements to the internal systems and processes, and facilitate client meetings to advise clients on additional services or products, share information, and training. You will compile data analytics reports, review & interpret data/trends for client usage as well as client-issue resolution, build, maintain, and share a comprehensive and up-to-date understanding of the functionality of all products, and participate regularly in a range of internal and external discussions. The ideal candidate for this position will have a genuine commitment to placing the customer first, a positive can-do attitude, and the ability to make decisions and compile reports based on data analytics. You should be able to work fast and solve problems under pressure at times of high workload and competing priorities. Remaining focused, composed, optimistic, and flexible in difficult situations, being resilient and bouncing back from failures, focusing on results and desired outcomes, and how best to achieve them are essential qualities. You should be comfortable working with ambiguity and questioning to gain a full understanding, have an ongoing commitment to learning and self-improvement, and thrive on providing support for the team to achieve their goals. Flexibility and willingness to shift work hours as needed to deliver client service are also required. The required skills and experience for this role include a Bachelor's degree in Engineering in Computer Engineering, IT, Electronics, ENTC, etc., willingness to provide night support during US and UK business hours if required, a minimum of 3-5 years of experience in the relevant field in an IOT environment, 3+ years of customer service experience within a technical industry, ideally in a support or help desk role, basic level proficiency in MySQL, basic level proficiency in JavaScript, React JS, proficiency in Microsoft Excel & Word, experience of writing and/or delivering training & presentations would be advantageous, experience of working with and validating analytics data, proficiency with visual design software such as Adobe Photoshop, etc. will be good to have, strong cause-effect analytical abilities to solve problems, strong problem-solving skills, excellent communication skills presentation, written, and verbal are essential, ability to communicate across a range of stakeholders, excellent interpersonal skills, and willingness to work in rotational shifts (night shift included).,