Field and Remote Support Associate Engineer at the IT Service Delivery

American University of Beirut•Lebanon, PA

About The Position

The Field and Remote Support Associate Engineer is part of a Service Desk support team and provides technical, operational, and maintenance support to stakeholders. The role troubleshoots and installs hardware, software, networking, IP telephony, audiovisual equipment, and updates, and identifies ways technology use can be improved. Support is provided onsite and remotely through email, chat, phone, and site visits. The position responds to service requests, investigates and resolves incidents, maintains ticket and activity records, and communicates progress to requesters. It also supports servers, end-user devices, classrooms, and labs within an assigned zone; prepares equipment for employees and helps students connect devices to the university’s wireless infrastructure. The role reports to the Service Desk Manager or their assignee and supervises work study students, contractors, and vendors within the assigned support zone. Work takes place in clean and pleasant conditions, mostly using computer equipment, and involves shift work, including holidays and weekends, as well as pressure to service stakeholders.

Requirements

Bachelor of Engineering or equivalent.
At least two years of technical experience in user support and hardware and software maintenance.
Networking skills, including understanding of protocols, switches, routers, subnetting, and Wi-Fi.
In-depth knowledge of Windows operating systems.
In-depth knowledge of common Windows and Mac applications, including office software, email clients, and web browsers.
Good knowledge of security best practices.
In-depth knowledge of Windows server operating systems.
Knowledge of Windows services such as DNS, Exchange, Active Directory, and WSUS.
Familiarity with ITIL best practices and processes.
Proven client-facing skills with a high degree of accuracy and attention to detail.
Self-motivated and able to work independently with minimal supervision.
Strong written and verbal communication skills and the ability to explain technical problems and solutions in a user-friendly manner.
Strong listening and analytical skills, with the ability to remain calm and focused under pressure.

Nice To Haves

A master’s degree.
Relevant Windows certifications.
Knowledge of Mac systems and certifications.

Responsibilities

Provide in-depth onsite and remote support via email, chat, phone, and site visits.
Provide 24/7 on-call support as requested by the supervisor.
Log and update incidents and requests in the adopted ticketing system.
Troubleshoot, install, and maintain operating systems, applications, and computer equipment onsite.
Install new servers and rebuild existing servers; configure hardware, peripherals, services, settings, directories, storage, and directory services in accordance with standards and operational requirements.
Meet Service Level Agreement timeframes for responding to and resolving tickets.
Maintain accurate, updated records of daily activities and follow-ups.
Communicate incident and request progress and status to requesters.
Investigate and diagnose incidents and identify solutions that meet customer requirements and satisfaction.
Resolve incidents promptly while promoting customer satisfaction, effectiveness, and efficiency.
Identify and report changes to knowledge base articles.
Identify and communicate performance and operational issues affecting servers, client computers, or peripherals.
Communicate stakeholders’ needs and requirements in writing to support service or operational improvements.
Set up new equipment for employees, survey locations before installation, coordinate with appropriate parties to prepare the environment, compare purchase orders with delivered items, and update the assets database.
Help students configure laptops, mobile devices, and PDAs to connect to AUB’s wireless infrastructure.
Maintain operational and up-to-date classrooms and labs within the assigned support zone.
Onboard new hires on the team and conduct introductory training and orientation sessions.
Promote a cooperative working environment.
Perform similar or related duties as requested by the supervisor.
Supervise work study students, contractors, and vendors working within the assigned support zone.
Contact university Campus and Medical Center departments, faculty, students, alumni, and staff to handle requests, and contact vendors’ technical support teams.