IT Service Desk Engineer II

Who is Forcepoint?

Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!

Forcepoint is looking for an IT Service Desk Engineer to join our Global Digital Workplace Experience Team. The role will be focused on modernizing customer experience for our global employee base at Forcepoint, focused on enabling self-service, zero-touch request fulfillment and accelerating the productivity needs of our employee base.

Service Desk Engineer will be exposed to multiple technology disciplines such as AV, Endpoint Management tools, Active Directory, O365, Exchange and scripting languages.

Job Description: -

• Serve as the first point of contact for customers seeking technical assistance / support over the phone, email or via the company ticketing system
• Take complete ownership of an end user problem, starting from request submission till resolution
• Identify opportunities for enabling self-service and zero-touch automation of repeatable service request
• Identify opportunities to improve First Contact Resolution of Incidents by Service Desk, by partnering with wider IT functions
• Act as a liaison between end users and IT, understanding the needs of the business and providing feedback to wider IT teams on service delivery improvement
• Investigate, diagnose, and solve varied Endpoint software and functionality problems
• Configure and deploy Forcepoint imaged Endpoints & additional software on computing devices
• Identify and streamline legacy processes, leverage scripts to automate repeatable tasks
• Liaison with multiple technology Vendors/Partners to identify, troubleshoot and eliminate end user concerns
• Oversee local Employee On-boarding and Termination processes
• Document procedures, corrective actions, and update knowledge base system
• Partner with cross-functional IT teams to assist with troubleshooting Major Incidents impacting IT services as needed
• Participate in Weekend on-call support

Education and Experience: -

• Bachelor’s degree or 0-3 years of experience with Service Desk, End User Experience, or regional IT support role
• Exposure to certain technology platforms, such as Active Directory, Microsoft O365 and Exchange Online
• Exposure to Windows OS and MacOS based end user computing devices
• Basic understanding of concepts such as DNS, DHCP, IP, LAN, Wireless, Virtual Private Network
• Basic scripting knowledge using PowerShell is a must
• Exceptionally strong written and verbal communication skills
• Have a customer-first approach, identify opportunities to mature service offerings to be self-served
• Passion for problem solving, with an ability to identify technological solutions to business problems
• Understanding of performance metrics, benchmarks and KPI’s
• Willingness to challenge and improve the status-quo and eliminate toil by streamlining processes and introduce automation as much as possible
• ITIL, Jamf & Intune related certifications a plus

Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly different about your previous experience, but it otherwise aligns and you’re excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.

The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by sending an email to [email protected]

Applicants must have the right to work in the location to which you have applied.