Endpoint Support Technician II

Cox Enterprises•Carmel, IN

31d•$26 - $39•Hybrid

About The Position

The Endpoint Support Technician provides support to users of desktop computers, laptop computers, tablets, mobile communication devices, printers, and office equipment. Support may be on location or remote. Activities include provisioning, installation / set up, troubleshooting, providing basic training, technical guidance, and client support on usage of all equipment. Responds to requests for meeting room support including audio / visual equipment, remote access ability, and telephony. Responds to calls regarding system outages, troubleshooting, and resolving users' issues who are on location or working remotely. Strives to meet or exceed Service Level Agreements (SLAs).

Requirements

High School Diploma/GED and 3 years' experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; or 5 years' experience in a related field
Working experience supporting end-user computing devices
Working experience troubleshooting Windows 11 and Mac operating systems
Working experience troubleshooting mobile operating systems (iOS and Android)
Working experience working with a ticket management/service desk system
Working experience in an ITIL-based environment
Working experience as a participant in a change management process
Strong Microsoft Office support experience
Must exhibit excellent customer service skills
Technical certifications such as CompTIA A+, Microsoft Certification (MCP, MCDST, or other)
Apple Certified Support Professional (ACSP)
Working experience in audio-visual collaboration technologies
Working experience with Service Now

Nice To Haves

Working experience with Active Directory
Working experience with Microsoft Endpoint Manager
Working experience with Exchange Admin Center
Working experience with home wireless to corporate network technologies

Responsibilities

Performs support, troubleshooting, and resolves hardware and software issues for desktops, laptops, tablets, mobile phones, peripheral devices, and audio-visual equipment.
Performs research and develops solutions for hardware and software issues.
Provides basic user training on company-provided IT equipment.
Carries out hardware asset life-cycle management, including maintaining records of physical assets.
Provides recommendations to leadership on individual device upgrades or break-fix replacements.
Performs preventative maintenance on all electronic devices and peripheral equipment.
Responds to service requests regarding end-user computing devices as they arrive in the designated queue.
Recommends solutions, resolves problems associated with incidents, and updates notes, as necessary.
Updates tickets and provides team members with regular progress updates.
Thoughtfully escalates issues to the appropriate teams.
Understands and adheres to established SLAs.
Exhibits excellent verbal and written communication skills.
Ability to work effectively in a team environment.
Easily adjusts to changing priorities or projects.
Maintains a calm, professional tone when consulting with team members.
Delivers an awesome team member experience.

Benefits

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year.
Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO).

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