End User Support Engineer

Pomeroy•Bristol, CT

2d•Onsite

About The Position

This role involves providing on-site service level desktop incident resolution for cast members at parks, resorts, and Disney buildings. The engineer will offer break/fix support for Disney-owned devices, peripherals, and installed software, ensuring Service Level Agreements (SLAs) are met. Responsibilities include liaising with the EUC Request Fulfillment team, performing daily installations for hardware refreshes, reimaging, and memory upgrades, and wiping returned devices. The role also entails installing and configuring software such as MS Office 365, Adobe Creative Suite, and VPN software. Ticket management, including updating and closing assigned service level tickets, is crucial. Post-validation support for remote assistance after new hardware deployment is also a key function, covering device configuration, software installation, network drive setup, and reimaging or replacement needs. The position requires the ability to lift, carry, and transport computer equipment.

Requirements

Proven 3-5 years of PC desktop/laptop field deployment work with large scale operations.
3-5 years hands on experience with SCCM, TCP/IP protocols, Active Directory, and Exchange
3-5 years hands on experience with Win 7, Win 10 and MAC OS
Experience with Ticket monitoring systems (Service Now)
Hands on with large scale windows migration activities
Knowledge and experience of InTune
Proficient use of Microsoft Office Products (word, excel, PowerPoint)
Strong customer service skills (in-person and written)
Strong communication skills (in-person and written)
Ability to work under minimal supervision
Ability to work and multitask in a fast-paced and deadline-driven environment
Detail Oriented
Be punctual, it is critical that you start your day at your agreed starting time and subsequently manage your time to arrive on-time to customer appointments
From the above, ensure you communicate when there is any deviation, both with supervisor and as needed customer
This role has many attributes, and it is imperative that you are flexible and deliver tasks that are assigned to you – across all EUC responsibilities
Have a full, clean driving license
Have access to a roadworthy vehicle

Responsibilities

On site (parks, resorts, and Disney buildings) Service Level desktop incident resolution for cast members
Offer break/fix support to cast members for aspects, i.e., Disney owned devices, peripherals and software installed
Understand the levels of service offered to the cast members and ensure SLAs are achieved
Liaise and work with EUC Request Fulfillment team.
As needed carry out daily installations for all hardware that is being refreshed, reimaged or memory installed etc.
Wiping devices that are returned from the field for return to inventory
Install and configure software requested by Cast Member (MS Office 365, Adobe Creative Suite, VPN software, etc.)
Ticket management –manage all service level tickets that are assigned to individuals. Update and close tickets
Post Validation Support – Support the appointments that cast members request for remote support after they receive their new hardware. Calls can include any type of help that the cast member may need from configuring their device, installing software, adding network drives to needing a device reimaged or replaced
Lift, carry and transport computer equipment.