Meritage Homes Corporation

Service Desk Engineer Level 2

Job ID
2017-4538
US-AZ-Scottsdale

Overview

From the homes we build to the careers we offer, we’re about doing things that actually make a difference in your life and the way you live. Meritage Homes is a thriving company that believes in building beautiful, incredibly innovative and energy-efficient homes people adore.

 

We were the first national top 10 homebuilder to have every home we build be 100% ENERGY STAR® certified. And with more than 100,000 homes built, our focus, since day one, has been to build incredible new homes and communities in prime locations for fantastic prices. But more than anything, we build energy-efficient homes and communities for people who appreciate a home being built the way it can, and should, be built. And for the staff at Meritage Homes that make this all possible, we believe in having the same standards of quality and reward that make for an enjoyable career. 

 

When joining Meritage Homes, you and your career can benefit in a number of ways, including:

  • An entrepreneurial work environment that encourages creativity and innovative ideas from every level
  • A competitive drive to be the best
  • Pride in delivering a quality product that benefits people and the environment, superior service, and exceptional value
  • Top-notch benefits
  • The opportunity to further your career in a growing national organization
  • Team atmosphere where every individual is considered a vital asset

 

 

Responsibilities

Provide technical support to internal customers, across numerous geographical locations, on supported platforms and applications.  Responsible for responding to requests for technical assistance via phone, electronically (ticketing system or email) or in person.

Our ideal candidate will have experience in working with Home Building previously (preferred but not essential), will have an exceptional sense of customer service is needed to both provide an example for the department and engage with the organization. They will also have excellent communication skills and be able to quickly articulate progress to users from line level to Senior Management.

  • Work directly with customers to resolve technical issues while tracking detailed information about each customer’s service need in an IT Service Management System.
  • Working life-cycle of a help desk incidents and service requests in a timely manner with thoroughness, attention to detail and a high level of customer services/satisfaction while providing customers updates throughout the process.
  • Clearly documents problem descriptions and step-by-step solutions in a Knowledge Base Library.
  • Works with other network personnel in a team-oriented manner, constantly learning from one another’s talents and skills.
  • Test fixes to ensure problem has been adequately resolved.
  • Identify and help resolve technical problems at the network level: WAN and LAN connectivity, modems, routers, switches and patch panels. Escalating clearly identified issues and steps taken to resolve when applicable.
  • Facilitates the setup of user accounts and permissions in a variety of platforms (Active Directory, Office 365, NTFS)
  • Work within server or cloud based desktop management platforms to maintain software versions, inventory and deploy new software where necessary.
  • Communicate with management on PC and network issues/service requests.
  • Able to conduct research in a wide range of computing issues as required.
  • Install, modify and repair computer hardware and software.
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks.
  • Other duties as assigned.  Regular attendance is required to fulfill the essential functions of the job

Qualifications

  • Associate’s degree and 2-4 years’ work experience in information technology preferred.
  • 3-5 years’ progressive work experience in information technology service desk roles will be considered in lieu of formal education.
  • Excellent phone etiquette, written and verbal communication and interpersonal skills.
  • Exceptional time management with the ability to cope with pressure, prioritize tickets in an ITSM system and other responsibilities and meet agreed service-level agreements individually and as a team member.
  • Attention to detail with firm problem solving, analytical and research skills.
  • Self-motivated and driven towards continuous improvement in knowledge and skill development.
  • Advanced experience with MS Windows 10, Office 365, MS Office Suite 2013+, ITIL based service desk systems
  • Intermediate experience with Anti-Virus platforms, Imaging Deployment Technology (e.g., MDT, WDS), Remote Phone Support, Mobile Technology (e.g., iOS, Android),
  • Foundational experience with Windows Server 2008/2012, Active Directory, DNS, DHCP, networking.
  • Experience with PowerShell and desktop software packaging and deployment technology
  • Exceptional work ethic and the highest levels of integrity.
  • Work is performed in an office environment; continuous contact with other staff and the public is necessary.

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