PLS
financial services
ServiceDeskEngineerII
Neural analysis suggests this role is
optimal for Mid candidates.
“Service Desk Engineer II at PLS. Skills: Technical Support, Troubleshooting, Customer Service. Provide first and second line technical support. Analyze, diagnose and resolve technical problems”
What You'll Achieve.
Frequent first contact resolution; Progressed & cleared within SLA
Industry & Context.
Troubleshooting aptitude; Problem-solving
Must be able to sit and/or stand for extended periods, Must be able to lift up to 15 lbs. with little assistance, Must be able to work in restrictive spaces, Maintain concentration in a busy environment with moderate to high noise levels, Manage several tasks at one time, Handle frequent interruptions, Participate in After Hours on-call rotation
What They're Looking For.
Must Have
Minimum of 3 years of Help Desk/Technical Support experience, Proven ability in supporting Windows OS, MS Office Suites, Active Directory, WAN\LAN technologies, PC hardware, Customer-First approach to support, Natural aptitude and enthusiasm for troubleshooting and problem-solving, Excellent oral and written communication skills, Ability to interact effectively with executives, engineers, sales, vendors and peers, Comfortable working in a fast-paced team environment, Ability to work variable schedules which can include weekends, nights, and holidays as required, Ability to participate in After Hours on-call rotation
Nice to Have
Technical certifications (A+, N+, MCP, etc. ), English and Spanish bilingual
What You'll Do.
Provide first and second line technical support
diagnose and resolve technical problems
Utilize troubleshooting methods
Provide incident resolution
Conduct diagnostics with end users
Ensure issues/ticket items are progressed & cleared
Manage issues through their entire lifecycle
Diagnose and resolve problems
Maintain and develop own knowledge and skills
Identify and escalate repeat issues
Share knowledge and solutions
How You'll Work.
Team & Collaboration
Share knowledge and solutions with teammates and colleagues in other departments
Communication Scope
Excellent oral and written communication skills; Ability to interact effectively with executives, engineers, sales, vendors and peers; Ability to articulate solutions clearly and confidently
Full Job Description
This job is located at 814 Commerce Drive, Oak Brook, IL 60523 PLS® Overview: Why PLS? Because You Deserve Better!® PLS — which stands for People – Location – Service — is a leading retail provider of financial services. The “P” comes first, because our customers are at the center of everything we do, and we recognize that it’s our exceptional team members who go above and beyond every day. The PLS Group, headquartered in Chicago, is comprised of over 200 financial service centers in 12 states. Through our check cashing stores, we provide consumers with convenient financial products and services to help them manage their day-to-day financial needs. Although many of our customers have banking relationships, we believe that our customers use our financial services because they are convenient, transparent, and frequently more affordable than available traditional alternatives. PLS was founded in 1997 by Bob and Dan Wolfberg, who serve as Co-Presidents. Position Overview: The Service Desk Engineer II will report directly to the Service Desk Manager. They will provide first and second line technical support to PLS employees. This includes working with applications/systems to analyze, diagnose and resolve technical problems ranging from straightforward to more complicated technical issues; as well as administrative duties. This is a demanding support position, requiring excellent customer service skills, technical troubleshooting aptitude and the ability to articulate solutions clearly and confidently to end users of varying skill levels. Job Responsibilities: Utilize discretionary trouble shooting methods to identify resolutions within specified SLA (Service Level Agreement) timeframe Provide incident resolution in a professional, courteous manner, using phone, email and remote tools Log incidents, categorizing and prioritizing them in line with team procedures Conduct full and thorough diagnostics with end users to enable frequent first contact resolution Ensure all iss
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