Ellie Mae is the leading cloud-based platform provider for the mortgage finance industry. Ellie Mae’s technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency.
Visit EllieMae.com to learn more.Currently, we are looking for service-oriented IT Specialist to provide technical support to users and partake in Corporate IT projects and activates in an efficient and accurate manner.
This position is the frontline IT support for the company and will help user resolve basic technical problems. Additionally, involved in Corp Tools support, event and facilities projects, purchasing and IT corp Projects.
Provide first level contact and convey resolutions to customer issues
Participate in Corp events and facilities work as relating to IT
Participate in various Corp IT projects
Participate in various IT purchasing duties, including software licensing costing, renewal and maintenance
Work closely with local management and Facilities
Monitor and respond quickly and effectively to requests received through the IT Service Desk ticketing system and hotline
Practice, implement and help staff to upkeep Governance driven Corporate Standards and Policies such for : SOC2, SOX, FFIEC, and more as required
Properly escalate queries as necessary
Partake in the installation and management of local IT Services including, Servers, Network, storage, Desktop, collaboration tools, and Service Desk
Work closely with Tier 2 and 3 engineers at H.Q. for escalate and ensure two-way communication with local staff is established
Track, route, and redirect tickets to the correct resources
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Document related processes and procedure and share them in the centralized IT document repository
Participate in local onboarding and offboarding of staff
Help users setup emails on mobile devices
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation and closure
Recommended procedure modifications or improvements
Preserve and grow your knowledge of Helpdesk procedures, products and services
Proven working experience providing first level support for employees
Working knowledge of ticketing systems and remoting tools (RDP, Bomgar, etc.)
Minimum 4 years of experience working with Windows and Macs
Minimum 2 years of experience working with hosted solutions such as Office 365
Strong client-facing and communication skills
Advanced troubleshooting and Multi-tasking
Understand Active Directory and SSO
Understand the basics of client connectivity : VPN, DHCP, TCP / IP, etc.
Strong customer service and troubleshooting skills
BA / BS, or higher, preferably in IT or Sciences
Experience working with medium to large global corporations in IT Support functions is desired
Skills & Abilities :
Demonstrated ability to maintain a customer-service focus and attitude at all times
Must be able to remain calm in pressure situations
The ability to simplify complex technical solutions and convey them to end users
Must be able to adapt quickly to a constantly changing environment
Willingness to learn new technologies
Proactively address new and emerging problems
Some level of travel including overseas, up to 10% may be required from time to time
Due to the nature of the job, some level of flexibility for after-hours support, may be required from time to time
Ellie Mae is an equal opportunity and affirmative action employer. Women, minorities, people with disabilities, and veterans are encouraged to apply.
We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.