Enterprise Technology Engineer - Support Desk Agent

Role Synopsis

A System Support technician is responsible for all aspects of support and technical assistance by addressing a wide variety of user issues including software problems, hardware failures and network issues.

Key Accountabilities

• Associate degree in a technical discipline or 2-4 years of technical equivalent work experience 
• Strong Customer Service skills 
• Professional call handling 
• De-escalation skills 
• Clear communication with non-technical users 
• Documentation while on the phone 
• Setting expectations for resolution time 
• Security and compliance awareness 
• Demonstrate a practical and data-driven approach to problem-solving 
• Self-motivated demonstrating superior technical ability 
• Working knowledge of MS Office and Office 365, Active Directory, Remote Connection software such as Bomgar and Cisco VPN 
• Experience with ServiceNow Ticketing applications 
• Network troubleshooting skills / Networking connectivity basics 
• Point-of-Sale troubleshooting experience including Credit Card / Pinpads 
• Password reset and MFA support experience 
• Windows 11 & M365 PC/Laptop troubleshooting experience 
• Ability to prioritize and manage multiple responsibilities that are time-sensitive 
  
  

Core Competencies 

• Excellent self-organization and time management skills 
• Excellent written and verbal communication skills 
• Knows own capabilities, seeks out feedback and responds positively to improve performance 
  
  

Formal education

• A Bachelor's (or higher) degree, preferably in Computer Science, MIS/IT, or another STEM-related subject, or 5 years of relevant work experience.
  
  

Note: The role involves shift-based working hours.

Why join us

At bp, we support our people to learn and grow in a diverse and challenging environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly.

There are many aspects of our employees’ lives that are important, so we offer benefits to enable your work to fit with your life. These benefits can include flexible working options, a generous paid parental leave policy, and excellent retirement benefits, among others!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.