Associate Support Engineer

About the role

Solera is seeking an Associate Support Engineer to join its Global IT Service Desk. The role serves as the first point of contact for employees needing technical assistance, delivering prompt and courteous support across multiple channels.

Key responsibilities

• Serve as the first point of contact for IT incidents and service requests via phone, email, chat, and ticketing systems.
• Log, classify, prioritize, troubleshoot, and resolve incidents and requests in accordance with established SLA and ITIL practices.
• Provide first‑level technical support for Windows and macOS operating systems.
• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, and PowerPoint.
• Perform password resets, account unlocks, and multi‑factor authentication assistance.
• Handle basic Active Directory and Azure Entra user account issues.
• Troubleshoot hardware, software, VPN, and remote access connectivity problems.
• Aim for first‑contact resolution and, when necessary, escalate unresolved issues to Level 2, Level 3, or specialist teams with complete documentation.
• Monitor service queues to ensure tickets are updated, assigned, and resolved within target timelines.

Required profile

• Customer‑focused with strong communication skills.
• Ability to thrive in a fast‑paced environment and manage multiple requests.
• Analytical mindset and solid problem‑solving abilities.
• Ownership of issues from initial contact through resolution or escalation.

Required skills

• Windows operating system support.
• macOS operating system support.
• Microsoft 365 suite (Outlook, Teams, Word, Excel, PowerPoint).
• Password reset and multi‑factor authentication procedures.
• Basic Active Directory and Azure Entra account management.
• Hardware and software troubleshooting.
• VPN and remote access connectivity troubleshooting.
• Experience with ticketing systems and multi‑channel support (phone, email, chat).