POSITION SUMMARY: The Information Technology Service Desk Engineer will work to support the IT Helpdesk as a part of Fortna’s EMEA Information Technology Support structure.
The Service Desk Engineer will support FORTNA Hardware, Software and other solutions by Fortna personnel. Working closely with the IT Team Leadership, this position will help support technology initiatives that ensure a high level of security, performance, consistency, reliability, and scalability.  

PRIMARY RESPONSIBILITIES INCLUDE:

• Serve as a member of the IT service desk support staff that is responsible for installation, monitoring, functionality, and troubleshooting of workstations, communication devices,
• Support the IT Service Desk team culture that is committed to collaborative cross-functional relationships and service excellence.
• Support management of Company Assets (e.g., PCs, Phones in the company ITSM service desk tool)
• Support the IT service desk with inventory of endpoint device assets and ensure the security of these devices, the backup of their data, and their secure network access.
• Follow and support updates to IT processes, policies, procedures, and knowledgebase articles are documented, published, and regularly updated.
• Review service desk metrics where applicable to optimize the service provided to the organization.
• Supporting tactical technological planning to achieve business goals by prioritizing technology initiatives and coordinating the evaluation, deployment and management of current and future state technologies.

REQUIRED QUALIFICATIONS:

• Associate or bachelor's degree in computer science, computer information systems or related field
• Proven working experience as an Service Desk Engineer or relevant experience
• 5+ years of experience in IT roles of increasing responsibility
• Proven strategic leadership ability
• Experience supporting or managing the following functions: network administration, systems administration, storage, and data center operations
• Experience with international company with multiple locations
• Experience with Security Access systems (badges)
• Manage/support phone systems
• Manage company mobile numbers and related contract

• Strong client focus and the ability to manage client expectations and maintain a high level of client trust
• Strong interpersonal, organizational, time management and problem-solving skills
• Ability to perform essential functions of the job
• Ability to travel nationally and internationally

DESIRED QUALIFICATIONS:

• Professional services experience
• Experience with Windows 10/11 Clients, Cisco Networking, Active Directory, GPO, Office365 tools, SharePoint, Infor ERP 
• Nice to have: ServiceNow experience and/or ISO 27001 certification experience
• English speaking/writing

Differentiating factors:

Responsibility Innovation Stakeholders Knowledge and experience

Service Desk Engineer III

Responsibility

• Experienced Service Desk Engineer who works independently according to working methods and procedures. Shares knowledge with others and performs activities so that the team is able to carry out their work.
• Supports and performs activities at an operational and tactical level. Contributes to the formation, coordination and implementation of departmental policy and motivates and inspires the team in line with Fortna’s values. Supports the achievement of team objectives.

Innovation

• Evaluates work-processes for own team, Identifies and analyses opportunities for improvement and development and implements developments and proposals for improvement.
• Stakeholders
• Has internal contacts with the own team and organization and external contacts where there is a question of overseeing different interests and connecting stakeholders. Advises and convinces stakeholders about changes and/or improvements from their own focus area.
• Knowledge and experience
• Advanced theoretical knowledge of and experience with department-related and software development methods, processes and systems within own focus area. Knowledge of departmental and work processes. Broad knowledge of and experience with leading a team.
• Minimal Bachelor degree working and thinking level with extensive work experience.

Competences:

Taking initiative Working with a team Service Desk operations Planning and organizing Performance oriented

Service Desk Engineer III

• Takes action in case of underperformance
• Bring attention to performance issues with IT Leadership
• Takes appropriate action if others do not comply with agreements made
• Takes measures to improve quality or to achieve planning, taking into account price/quality ratio

Service Desk Operations

Support

• Defends the interests of the team
• Defends the reputation and image of the team
• Help sets standards for functioning in the team
• Acts as a role model by showing the desired behavior
• Participate in decision-making in such a way that everyone contributes, and decisions are supported
• Contribute to team spirit and gives team members a sense of value, respect and self-confidence.

Planning and organizing

Anticipate

• Support IT leadership in estimating future workload and considers this in the allocation of resources and capacities
• Anticipates changes and developments and takes this into account in the planning
• Support team coordination of workloads and estimate what this means for the complete picture and individually

Performance oriented

• Pushes boundaries
• Sets specific targets for performance that go beyond existing standards and that require changes
• Sets challenging but realistic goals
• Is committed to achieving set challenging goals and realizes them

WORKING CONDITIONS: When duties are performed in a typical office environment, extended periods of sitting at a desk and viewing a computer screen will be required. Also required is the ability to talk and hear, in person and by telephone; use of hands to handle, feel, or operate standard office equipment; and ability to reach with hands and arms. Associates are frequently required to walk and stand. The noise level in this work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

When travelling to Client sites, essential requirements of this position may require physical presence in various environments and locations. Physical stamina may be required for prolonged standing, bending, stooping, and/or working in cramped quarters. Exposure to potentially dangerous tools and equipment amidst a variety of building materials is probable, as is occasional exposure to moving mechanical parts. The noise level in the work environment can vary from being relatively quiet, to moderate, to excessive. Safety shoes or boots may be required in certain situations. Additional safety clothing including gloves, hardhats, and devices to protect eyes, mouth, or hearing, will be worn as necessary.

This position description should not be considered all-inclusive.