Service Delivery Coordinator (Tech Services Engineer)
We aren’t just delivering groceries, we are delivering results…and people are noticing! PEAPOD, the interactive, online grocery shopping and delivery service is becoming more and more popular and we are adapting and adding positions to help us handle the growth! We are seeking top notch, high energy and positive candidates to help us meet the increasing demand.
The Service Delivery Coordinator is responsible for providing direct support and technical expertise to operations and business users ensuring proper escalated service levels are provided to all users. This role will be responsible for providing technical and troubleshooting assistance related to hardware, software, mobile devices, and other technical platforms. This position has responsibility across the domain and requires a strong knowledge in Infrastructure, Operations and distributed computing/applications as well as it will assist in the business continuity, disaster recovery and IT compliance objectives set forth by the management team. Positions will be responsible for managing, directing and executing all support and technical actions to ensure they meet business needs and IT requirements.
Key Responsibilities (include but not limited to):
- Responsible for resolution of technical issues involving production applications (e.g. network outages, failed applications, hardware failures)
- Coordinate functions between support teams and Operations/End Users to ensure timely resolution of incidents
- Detailed reporting on technical issues as required by SLA or per incident which identify the details, resolutions and business impact
- Support tools/applications to ensure all steps for error recovery have been performed in an effort to resolve reported problems prior to escalating to second level support groups
- Understands the mechanical systems, software relations, differences and other functionalities in the appropriate Warehouses and shares knowledge with other teams and vendors
- Gather detailed information during triage and utilize logical problem solving skills and techniques to troubleshoot and resolve complex issues
- Produce and maintain high-quality documentation that meets applicable standards and is appropriate for its intended audience
- Manage and triage all calls opened by self or other team members while prioritizing business impacting issues over day to day end user issues
- Escalate complex and/or high priority problems to the appropriate support groups or vendors for resolution
- Ensure proper notification and escalation procedures are followed to update technical teams and business users
- Work with service providers to prioritize and report root cause analysis and the implementation of corrective and preventive measures
- Perform maintenance tasks per assigned with minimal supervision
- Collaborate with system administrators, network administrators, developers and other internal teams and vendors to maintain appropriate tools, monitoring, reporting and site metrics to track needs and trends for support, issues and capacity changes
- Write technical documentation for all new systems and processes that affect Infrastructure Environments, as well as train other team members and end users
- Desire to learn and fully understand how to support new technologies as they are introduced including; Office 365, Citrix, Mobile Device or Mobile Application Managements Solutions, and Multi-factor enabled Software as a Service Solutions.
Desired Qualifications:
- Willingness to travel a must
- Knowledge/Experience with Ticket Tracking Systems
- Documentation/Technical Writing Skills
- Ability to work independently
- Ability to prioritize tasks given
- Keen attention to detail
- Strong Audio/Video skills
- Imaging Software for MacOS & Windows
- Ability to multitask and handle a variety of tasks assigned
- Works well within a team environment
- Intermediate knowledge of the Linux OS
- Intermediate to advanced knowledge of the Windows OS
- Intermediate to advanced knowledge of Active Directory
- Intermediate to advanced knowledge of the MacOS
- Beginner to intermediate knowledge of Android OS
- Beginner to intermediate knowledge of iOS
- Intermediate knowledge of Networking and Troubleshooting (LAN/WIFI)
- Beginner to intermediate knowledge for administration of Mobile (MDM/MAM) solutions.
- Beginner to intermediate knowledge for MFA / 2FA for external SAS applications
- Beginner to intermediate knowledge of Citrix/NetScaler
- Beginner to intermediate knowledge of Microsoft Office 365 Administration.
- Beginner to intermediate knowledge of Microsoft Office 365 Deployment.
- Beginner to intermediate knowledge Microsoft Office installation / configuration.
Required Qualifications:
- Bachelor’s Degree or relevant experience
- 2-4 years Customer Service experience
- 3-5 years Technical Experience
- Strong Communication Skills (In Person/Remote)
- Strong Customer Service skills
- Strong problem solving skills