Service Desk 2 at International Cruise & Excursions, Inc. (ICE) (Orlando, FL)

Job Description

About this Job:

In this position, you will support all second level technical incidents and service requests from multiple communication sources (email, phone, text, incident escalations and walk-ups) for the entire organization.

Thank you for your interest in a career at International Cruise & Excursions, Inc. (ICE). Please Note: Only local applicants will be considered, and we do not provide sponsorship to work in the US.

Responsibilities:

• Provide superior customer service by being courteous, knowledgeable, and professional.
• Create a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude
• Create incident/service requests using our incident management system to track the progress of the request
• Escalate incidents to correct higher level position when the need arises and work with the escalation employee to resolve and test all issues
• Grow the knowledgebase by using resolutions of successfully closed incident/service requests
• Enterprise level knowledge of installing and troubleshooting Windows 7, Windows 10, and macOS X.
• Active Directory knowledge for creating users accounts, resetting passwords, adding group memberships, disabling accounts, creating OUs, creating GPOs, creating security groups
• Exchange 2013, 2016, and Office 365 administration knowledge for creating email accounts, distribution groups, and setting up online archives.
• McAfee management knowledge of anti-virus, encryption, and mobile device management tools
• Office 2016/365 installation, usage and troubleshooting (Word, Excel, Outlook, PowerPoint, Access Skype for Business, Teams, OneNote, OneDrive and InfoPath.)
• Use CMDB to manage asset tracking.
• Use CMS to unlock user accounts, change passwords, setup supervisors and agents
• Work with Telecom to setup digital and IP based phones on the PBX system
• Assist the System Admins by managing Microsoft Remote Desktop Services Server environment by troubleshooting servers issues
• Creating VPN accounts in the TACACS system for Avaya IP phones used outside the organization
• Other IT duties as assigned
• This includes all duties assigned to or requested of the employee that are not listed here in the job description

NOC and System Health Requirements/Qualifications:

• Monitor the operational support systems to proactively identify service impacting events relating to IT, network, and facility conditions
• Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution
• Knowledge and experience with IP troubleshooting, TCP/IP, DNS, ping, trace route
• Experience troubleshooting T1 problems with vendors (Verizon, AT&T, etc.)
• CCENT Certification, and/or the desire and ability to work towards the CCNA certification

Qualifications:

• At least 2-3 years of previous enterprise Service Desk desktop support experience
• GED or high school diploma required
• Must have two or more of the following: COMPTIA A+, Network +, Server+, Security+ , Windows 8, Windows 10, Windows Server 2012, Windows MTA, Window MSCA
• Have or in progress of achieving one or more one the following current certifications is required: CCNA, Windows Server 2012, Microsoft SQL Administration, Red Hat System Admin, VMWare Certified Associate
• Must have experience with Remote Desktop Environments: Microsoft RDS, Citrix, 2X, etc.
• Excellent communication verbal and written communication skills
• Capable of thinking clearly, analyzing and solving problems under pressure
• Capable of making decisions without always seeking approvals before acting
• Self-motivated and willing to be creative for solutions that need to be created
• Working unsupervised or unattended for periods of time
• Able to receive constructive advice and criticism while remaining professional and open to understanding what is being presented to you.
• Able to lift in excess of 50lbs
• Able to stand for long periods of time
• Available to work any weekday, evening, or weekend shift if after hours work is required.
  • This may include system or network modifications. Guidance from a member of the associated administration team will be provided via phone chat.
  • This may include the installation or modification of onsite equipment such as a full roll out of new desktop PCs, Desktop hardware replacement, or other hardware work requiring an IT staff member on site.

Who We Are:

International Cruise & Excursions, Inc. (ICE for short) is dedicated to providing branded travel, leisure, and lifestyle products to consumers (over 55 million each year). The ICE slogan reads "Powered by Innovation," and we mean it.

Our ongoing entrepreneurial spirit and overwhelmingly talented employees encourage a friendly, successful work environment and thats what sets us apart. With over 2,200 employees worldwide, were always looking to expand our ICE team with career-focused leaders who are committed to exceeding expectations.

Explore our incredible company culture on our website!

Our Core Values:

Respect. Passion. Integrity. Innovation. Social Responsibility. Teamwork. Accountability.

Additional Benefits:

• Medical Health Insurance
• Long Term Disability
• Life Insurance
• Dental & Vision Coverage
• 401K Plan
• Pet Care Insurance
• Legal Insurance
• Flexible Spending Accounts (FSA)
• Employee Assistance Program
• Discounted Employee Services (dry-cleaning, nail services, massage, personal training, etc.)
• Dedicated Employee Enrichment & Recognition Programs
• Exclusive Employee Travel Rates on Cruise, Resorts, Hotels, Tours, Car Rentals, Dining and Merchandise offerings

#ZR

Company Description

We are on a mission to change the way that people think about going to work. At ICE, we laugh. We help each other. We support everyone’s visions. We grow together. We have a passion for creating opportunities and have helped thousands of employees over the past 22 years develop their careers and accomplishments.

It all starts with our people, which is why we are dedicated to employee wellness, financial stability, family resources and encouraging work/life balance through our exclusive VIP travel rates.

We are passionate, solution-minded, innovators creating fun and engaging vacation experiences for thousands of members. We come from different backgrounds, countries, and experiences. Some of us rock a suit and tie while others wear Hawaiian polos to get into the vacation mood but each of us are determined to inspire and recognize every employee in our ICE Nation family.
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