Global Help Desk Engineer - (Newport News, VA)

Position overview A Global Helpdesk Engineer provides telephone/web/email support to clients of Swisslog WDS and specifically provides application and technical troubleshooting assistance to users of the Swisslog Automation Manager and Warehouse Management applications. The principal role is to ensure a timely and complete resolution of incidents logged by the Global Help Desk Coordinators. Participates in 24/7 schedule involving rotating shifts (includes evenings and weekends). Core tasks · Take ownership of complete incident resolution with a professional, customer-centric attitude. · Manage escalated incidents and participate in bridge calls and engaging internal escalation resources. · Close tickets in a timely manner following incident resolution · Maintain an accurate record of activities using office tools and Incident Management software. · Write detailed knowledge articles for escalated incidents to aid colleagues in future troubleshooting.