Technology Support Engineer

Minimum Requirements:

Microsoft Windows O\S course and exams

Base certification N+, A+

Apple Certified Support Professional (ACSP) beneficial

System Center Configuration Manager (SCCM) course and exam beneficial

Microsoft applications O365 suite

Fundamental course in AI - BOT solutions beneficial

PowerShell course completion beneficial

Fundamental Networking course (CCNA preferred) beneficial

Fundamental call logging system course: Remedy (BMC)

Visualization course (VMware, Hyper-V) beneficial

Deepfreeze Fundamentals beneficial

Mobile device testing solution, preferably Sauce labs

Device course and certified: Dell

Cloud course and certified, Microsoft Azure Fundamentals beneficial

Troubleshooting course, preferably Kepner-Tregoe beneficial

Skills, Requirements Abilities, Knowledge:

Provide Constant Outstanding Customer Service

Makes clients and their needs a primary focus of one's actions and attention, while developing / maintaining productive client relationships.

Actively seeks to understand client circumstances, problems, expectations and needs, while resolving problems quickly.

Monitor and answer technical questions addressed to the security team

Engaging customers and stakeholders at leadership levels

Show Initiative / Innovation

Has a long-term focus and does not wait until having to respond to a demand

Takes an active involvement in problem resolution and, where necessary, works after hours to ensure that issues are resolved

Problems and opportunities are anticipated and dealt with immediately

At least five (5) years of hands-on experience supporting IT hardware, software, network services in an IT Service Center/Help Desk environment and or an equivalent combination of education and experience in an IT Service Center/Help Desk environment

Financial software support experience

Problem investigation and solving

Linux experience

Experience and understanding of LANs, network protocols, including IP addressing is necessary.

Ability to operate independently where appropriate yet understand when to escalate issues and how to establish effective working relationships in a team

Excellent organizational, interpersonal communications, writing, and strong listening skills are essential.

Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively

learning from teammates

Helpdesk / call center experience (Remedy knowledge an advantage)

Assist Administrator with all related Desktop technology Asset management

Meetings and meeting room support

Technology Device support: Dell, Mac

Scripting; PowerShell

At least three (3) years of experience with a Desktop Management system (SCCM, etc.)

Analyzing abilities, and trouble shooting skills

2-way authentication support & troubleshooting

Documentation and report writing. For example, build documents

BI report creation

Kiosks support

Portal support

Deepfreeze

Info screens support

MS Office Suite support communication

Star Leaf support

Exposure and a good understanding of established IT policies, and procedures

Exposure to and a good understanding of Audits

Exposure to and a good understanding of Vendor management

Remote, off-site office support

Ability to coach and mentor junior engineers

Documentation, Time Management, Stress Management and Self-Awareness courses advantageous

Promotion process overview advantageous

Responsibilities:

Assist with the administration of the desktop management tool Microsoft SCCM on patches, inventory, image, and software license management.

Build, image, deploy, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT related equipment.

Follow all established IT SOPs, policies, and procedures.

Maintain the Remedy ticketing system by resolving tickets in line with relevant SLAs and according to company policies and procedures.

Mentor and train IT Service Desk, Level 1 Engineers.

Clearly and concisely communicate with staff both orally and in written form.

Perform day-to-day duties and responsibilities with a high-level of customer service.

Provide AD account administration.

Provide management support for various print devices including network connected multi-function printers and Distribution printers that are critical to core business operations.

Provide O365 Cloud support.

Provide support and resolutions for internal customers, working both remotely and on-site with hardware, software and other essential business systems as related to issues assigned in a mixed Microsoft and Mac Environment.

Respond to, maintain, and manage our various meeting locations computer hardware, video conferencing solutions, as well as the Online collaboration tools that are available to employees e.g., Confluence

Support users through remote access

Accurately manages assets related to daily functions

Be online for days on a rotating roster shift, as part of a team providing 24x7 global support



Originally posted on Himalayas