IT Infrastructure Engineer

ASML•Wilton, CT

1d•Onsite

About The Position

The technician's role is to support and maintain organizational computer systems, laptops, desktops, and peripherals. This includes ordering, installing, diagnosing, repairing, maintaining, and upgrading all hardware and software while ensuring optimal workplace performance. The technician will troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required. Configure, troubleshoot and support desktops/laptops, peripherals and mobile phones. Provides support for Email, MS Office, enterprise applications, computer provisioning, VPN and other services. Follows all IT standard processes and procedures along with monitoring license compliance. Provides support of 7/24 Global Support process by serving as Tier 1/Tier 2 point of contact and owner of problem/incident. Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues. Willingness to comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction. Commitment to documenting knowledge in the form of knowledge base tech notes and articles. Exceptional customer service skills and excellent communication skills to provide prompt and accurate feedback to customers in a professional manner. Assists with the installation, configuration, and ongoing usability of desktop computers, laptops, peripheral equipment, and software within established standards and guidelines. Follows all IT standard processes and procedures along with monitoring license compliance. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Logs all customer requests and updates calls utilizing the designated call handling and tracking system. Provides Helpdesk, Deskside and Walkup hardware and software support as needed. Provides support of 7/24 Global Support process by serving as tier 1 first point of contact and owner of problem/incident. Participates in Support meetings for process and computing support improvement. Other duties as assigned. Job description subject to change at any time.

Requirements

High School diploma, Bachelor’s degree or equivalent experience.
Proficiency in network communications, MS Office, O365 and Windows.
Minimum 3 years of experience in a technical support/helpdesk, high profile customer service environment.
Experience in the use and support of imaging, remote access and knowledge of phone system support is required.
Strong experience in the use of IT related software and hardware, printers, and using Helpdesk software.
Strong knowledge and experience with computers and Windows operating systems.
Experience with computer build out and setup; imaging, application installs and configuration.
Must possess a strong customer-centered philosophy.
A solid understanding of PC compatible hardware.
Excellent written and verbal communication skills.
Experience in diagnosing problems with computer hardware and software with the ability to apply solutions to the problems.
Can observe and respond to people and situations and interact with others encountered in the course of work.
Can learn and apply new information or skills.
Must be able to read and interpret data, information, and documents.
Strong customer focus and commitment to customer satisfaction through prioritization, quality, efficiency and professionalism.
Ability to complete assignments with attention to detail and high degree of accuracy.
Proven ability to perform effectively in a demanding environment with changing workloads and deadlines.
Result driven-demonstrate ownership and accountability.
Identifies bottlenecks and drives improvements.
Work independently or as part of a team and follow through on assignments with minimal supervision.
Demonstrate open, clear, concise and professional communication.
Ability to establish and maintain cooperative working relationships with manager, co-workers and customer.
Work according to a strict set of procedures within the provided timelines.

Nice To Haves

Microsoft/A+ or Networking+ Certification a plus.

Responsibilities

Support and maintain organizational computer systems, laptops, desktops, and peripherals.
Order, install, diagnose, repair, maintain, and upgrade all hardware and software while ensuring optimal workplace performance.
Troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.
Configure, troubleshoot and support desktops/laptops, peripherals and mobile phones.
Provide support for Email, MS Office, enterprise applications, computer provisioning, VPN and other services.
Follow all IT standard processes and procedures along with monitoring license compliance.
Provide support of 7/24 Global Support process by serving as Tier 1/Tier 2 point of contact and owner of problem/incident.
Research, diagnose, troubleshoot, and identify solutions to customer issues.
Comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction.
Document knowledge in the form of knowledge base tech notes and articles.
Provide prompt and accurate feedback to customers in a professional manner.
Assist with the installation, configuration, and ongoing usability of desktop computers, laptops, peripheral equipment, and software within established standards and guidelines.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Log all customer requests and updates calls utilizing the designated call handling and tracking system.
Provide Helpdesk, Deskside and Walkup hardware and software support as needed.
Participate in Support meetings for process and computing support improvement.
Other duties as assigned.