Onsite Support Engineer
About The Position
Perform onsite analysis, diagnosis, and resolution of complex desktop/mobility/Laptop problems for end users, recommend and implement corrective solutions. Manage and maintain mobility queue and meet SLAs for incoming tickets. Project manages software/hardware rollouts and refresh items. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations/mobile devices and related hardware and software to deliver required service levels. Assess the need(s) for and implement performance upgrades to end user workstations/mobile devices, including the installation of these upgrades (for example memory). Provide technical guidance to other members of the team. Collaborate with the global IT service desk and 3rd party vendors to ensure efficient operation of the company's desktop/mobility/Laptop environment. Receive and respond to incoming calls, pages, and/or e-mails regarding desktop/mobility/Laptop problems. Perform subject matter expert duties to other support teams when needed. Develop and maintain software packages and tools used for software distribution. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop/mobility/Laptop operations. Accurately document instances of desktop /laptop equipment or component failure, repair, installation, and removal. Interface with third-party support and equipment vendors
Requirements
- Perform onsite analysis, diagnosis, and resolution of complex desktop/mobility/Laptop problems for end users, recommend and implement corrective solutions.
- Manage and maintain mobility queue and meet SLAs for incoming tickets.
- Project manages software/hardware rollouts and refresh items.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations/mobile devices and related hardware and software to deliver required service levels.
- Assess the need(s) for and implement performance upgrades to end user workstations/mobile devices, including the installation of these upgrades (for example memory).
- Provide technical guidance to other members of the team.
- Collaborate with the global IT service desk and 3rd party vendors to ensure efficient operation of the company's desktop/mobility/Laptop environment.
- Receive and respond to incoming calls, pages, and/or e-mails regarding desktop/mobility/Laptop problems.
- Perform subject matter expert duties to other support teams when needed.
- Develop and maintain software packages and tools used for software distribution.
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop/mobility/Laptop operations.
- Accurately document instances of desktop /laptop equipment or component failure, repair, installation, and removal.
- Interface with third-party support and equipment vendors
- Excellent communication skills, interacting with employees and contractors at any level.
- Associate degree in information technology, or related field (or equivalent experience).
- Minimum of 3 years of IT Desktop/Laptop Support experience.
- Experience working in a global company.
- Strong technical skills in supporting x86/x64 hardware platforms, Windows 10, Apple iOS, and Android mobile OS.
- Working knowledge of a range of diagnostic utilities and core applications, including PC diagnostics, SCCM, security endpoint protection software, MFA & VPN.
- Experience working in an Active Directory environment including SCCM (SMS).
- Experience working with 3rd party vendors in both support and contract areas.
- Knowledge navigating 3rd party vendor applications and websites.
- Concentrated focus on defect reduction and quality of services.
- Excellent customer relations and customer support skills.
- Experience working in a team-oriented, global, collaborative environment.
Nice To Haves
- Experience with Mac OS X, JAMF is a plus.
Responsibilities
- Perform onsite analysis, diagnosis, and resolution of complex desktop/mobility/Laptop problems for end users, recommend and implement corrective solutions.
- Manage and maintain mobility queue and meet SLAs for incoming tickets.
- Project manages software/hardware rollouts and refresh items.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations/mobile devices and related hardware and software to deliver required service levels.
- Assess the need(s) for and implement performance upgrades to end user workstations/mobile devices, including the installation of these upgrades (for example memory).
- Provide technical guidance to other members of the team.
- Collaborate with the global IT service desk and 3rd party vendors to ensure efficient operation of the company's desktop/mobility/Laptop environment.
- Receive and respond to incoming calls, pages, and/or e-mails regarding desktop/mobility/Laptop problems.
- Perform subject matter expert duties to other support teams when needed.
- Develop and maintain software packages and tools used for software distribution.
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop/mobility/Laptop operations.
- Accurately document instances of desktop /laptop equipment or component failure, repair, installation, and removal.
- Interface with third-party support and equipment vendors
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Professional, Scientific, and Technical Services
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
