Support Services Engineer (Tier 2)
Department: Information Technology Ready to bring your whole self to work every day? At Walker & Dunlop, we didn't get to where we are by hiring ordinary individuals. We got here by hiring the exceptional! WD is looking for individuals who are caring, collaborative, driven, insightful, and tenacious to join our team! The Support Services Engineer role supports all functions and components of the application and hardware infrastructure, and provides application function modification support, research, and training with a focus on customer service. What you will be doing: Serve as an escalation point for customers seeking technical assistance over the phone, in person or via a remote support application Provide expertise and support in a Microsoft Windows 10, Windows Server, Mac OS, and Active Directory environment Support applications such as Salesforce, Microsoft 365, Zoom, Box, and Adobe Acrobat Manage PC setup and deployment for new employees using standard hardware, images and software Take ownership of assigned incidents and follow through to satisfactory outcome for the customer Manage setup of new devices such as printers and scanners, provide troubleshooting and problem resolution for printers, scanners and copiers Provide mobile device support for accessing company resources Communicate technical information effectively to non-technical employees In the event of an outage, assists with the execution of disaster recovery plan The education and experience we're looking for: Bachelor's degree in information systems, computer science, or a related study, or equivalent working experience A minimum of three years' experience working in a desktop support role supporting Mac OS, Windows 10, Microsoft 365, and Adobe applications Experience operating within a ticketing system to track incidents and status of assigned tasks; ServiceNow experience is a plus What skills you should have: Demonstrated knowledge of Windows 10 operating system Passionate in providing excellent customer service with a commitment to quality Outstanding verbal and written communication skills Detail-oriented mindset while consistently focusing on the big picture Good business judgment and strong analytical and problem-solving skills Strong collaboration and teamwork skills and ability to communicate effectively with technical and management level professionals This position will require participation in an on-call rotation for after-hours support This position may require overnight travel within the United States, up to 25% Still reading? Then we think you should apply! EEO Statement Walker & Dunlop is an equal employment opportunity employer and does not discriminate based on race, color, national origin, religion, gender identity, sexual orientation, sex, age, disability, veteran or military status, genetic information, or any other characteristic protected by applicable law. SPAM Please be wary of recruitment scams. An indication of a scam might be a request for sensitive or bank information at the time of application or emails coming from a non walkerdunlop.com email address. Please call us at 301.215.5500, if you have any concerns about information requested during or after the application process.