Help Desk Technician

We have an incredible opportunity for a dynamic and inspirational Help Desk Technician to join our growing New York Team!  

Who We Are:  

We have a passion for hospitality culinary delights on every banquet floor and in the sky. With the three business segments of Airline Catering, International Event Catering, and Restaurants, Lounges & Hotels, DO & CO offers gourmet entertainment all over the world. We operate in 32 locations, 12 countries and 3 continents, maintaining the highest standard of quality in both our products and services. We refine the classics, develop the unknown and grow constantly - sometimes beyond our own expectations.  

Responsibilities:  

• Providing remote and face-to-face support to our users. 
• Taking ownership of users' issues and identifying appropriate solutions to resolve incidents and service requests in a timely manner. 
• Providing users with regular communication on the progress of investigations and planned solutions. 
• After identifying the issue, you will take the required steps to resolve or escalate to the Manager when necessary. 
• Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately. 
• Create standard documentation on problem resolution, fixes and updating the technical knowledge base. 
• Always maintain a strong customer focus. 
• Monitor and manage the ticket queue and make sure that all tickets will be handled within agreed SLAs. 
• Work as escalation point for our local staff and direct them to resolution. 

Qualifications:  

• BA Degree in Information Technology or Systems, or Computer Systems preferred. 
• Minimum of 2 years of experience in IT support, technical support, field support or Help Desk environment position. 
• Excellent administrative and interpersonal skills as well as strong organizational skills and initiative 
• Able to prioritize workload and deal with every situation with great attention to detail. 
• Self-motivated, customer service focused, and able to work independently. 
• You are a clear and engaging communicator, strong written and verbal English, and will use a variety of methods to keep the team well informed. 
• Able to provide support for smartphones, iPads, iPhones. 
• Strong knowledge of Microsoft Eco-system (Experience in Apple OS and applications is beneficial) 
• Working experience of Microsoft Office 365 with Exchange, Teams, SharePoint, and Intune. 
• Troubleshooting experience of CRM/ERP/WMS systems. 
• Experience of VOIP PBX and 3CX. 
• Understanding of structured cabling or Wi-Fi connectivity e.g., firewalls, routers, switches, Wireless Access Points. 
• Full understanding of network and server architecture and roles. 
• Good understanding of DNS and DHCP. 
• Highly experience in Microsoft Active Directory, User account and security group management. 

What We Offer:  

• Estimated Salary Range: $65,000 - $75,000 Annually  
• Full-Time employees are eligible for 401K, Commuter Benefits, and Healthcare Benefits such as Medical, Dental, & Vision.  
• Daily Complimentary Meals (Breakfast, Lunch and Dinner).  
• Member Perks and Discounts through our partnership with BenefitHub.  
• An organization dedicated to fostering innovation; in pursuit of cultivating creativity, embracing new ideas and leveraging our impeccable standard for hospitality.  
• Genuine career development opportunities, both nationally and internationally.  
• The chance to collaborate and represent a leading force in the luxury global gourmet entertainment industry.  

Diversity & Inclusion Statement:  

We want everyone to feel welcome, respected and we are committed to providing the best space, experience, and workplace for our teams - no matter what race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status and all the other fascinating characteristics that make us different and makes you. That is what makes our team so special.