Senior Engineer - End User Support (Enterprise End-User Services)

Accelya Group•Miami, FL

1d•Hybrid

About The Position

Accelya is seeking a Senior Engineer for End User Support within the Enterprise End-User Services team. This role involves installing and configuring hardware, operating systems, and applications, as well as monitoring and maintaining computer systems and networks. The engineer will set up user accounts, manage password issues, and provide IT support following ITIL processes. Key responsibilities include troubleshooting system and network problems, delivering IT services and VIP support, ensuring efficient service delivery, and managing IT communications. The role also involves technical troubleshooting for end-user systems, supporting service enhancements, and collaborating with various IT teams to resolve issues and outages. The engineer will assess and identify solutions for advanced customer inquiries, optimize IT Service Delivery processes, and consult with business users on IT operations. Researching solutions for service improvements or new service launches, following up with customers, and ensuring documentation and KB articles are created are also crucial. The position requires preserving and growing knowledge of IT support procedures, products, and services.

Requirements

At least 4-6 years of experience in a cross-cultural, multi-national environment performing end user support duties in a large complex network environment including good knowledge of Microsoft M365 and AD technologies.
Expertise in supporting End User Computing hardware and software, including laptops, desktops, mobile phones, tablets, printers, MS Office, Remote Access, Video Conferencing, VDI etc.
Experience working in an end-user desktop support role or computer operations environment required.
Experience working in Windows OS, Microsoft Office – O365 and M365 products.
Experience in Patch management, printer / peripheral device troubleshooting.
Experience in documenting, tracking and monitoring incidents and problem to ensure a timely resolution in IT Service Management ticketing systems.
Must have deep subject matter expertise in hardware, peripherals and enterprise software support, reimage and data migration, break-fix, international travel support, device back-up and restore, mobility, email, IMACs (installs, moves, adds, changes) and ad-hoc support for technology users.
Experience using Active Directory, SCCM\ManageEngine, Intune – Mobile device management TCP/IP, DNS and DHCP, JAMF, VPN, Security tools like Sentinel One, TrendMicro, and similar tools to support first contact resolution.
Experience in the full lifecycle of end user devices, including provisioning, monitoring, remote managing, re-imaging, de-provisioning, and retiring.
Must be able to manage and organize your own workload and utilize your resources to ensure executive issues and requests are resolved.
Proven ability to learn quickly and utilize latest technologies to develop and implement superior solutions in a high-pressure environment.
Experience following policies and guidelines on security and confidentiality.
Focused team player with strong ability to provide independent leadership for successful project outcomes and achievement of desired objectives.
Excellent communication, interpersonal and analytical skills.
Experience performing system administration responsibilities within an enterprise environment and supporting end-to-end technology services and solutions.
Experience supporting Audio Video Conferencing technology and Live Meeting Streaming.
PowerShell scripting background and ITIL Knowledge and ITSM Tools like ServiceNow, ServiceDesk experience.
Strong ability to communicate effectively (oral & written).
Reliable and cooperative team player.
Excellent customer service even during tough situations.
Attention to detail, well organized, and able to set priorities.
Ability to work independently in absence of daily supervision, exercising sound judgment and initiative.
Ability to perform successfully in a fast-paced, intellectually intense, service-oriented multicultural environment.

Nice To Haves

Expert use of ServiceNow AI or equivalent, Microsoft Copilot and Claude/ChatGPT or equivalent for AI-powered IT service desk automation, intelligent incident resolution and self-service IT support for advanced infrastructure management, AI-assisted automation and intelligent operations
Proficiency with generative AI (Claude, ChatGPT or equivalent, Copilot) for technical design documents, architecture decisions and team knowledge management
Understanding of how AIOps and AI-powered automation are transforming enterprise IT operations at scale
Experience using Microsoft Copilot for Microsoft 365 and AI-powered self-service tools to reduce IT support contacts and improve end-user productivity
ITIL certification is good to have
IAT II certification (CompTIA Security+ CE, SSCP, CCNA, or equivalent required at start)

Responsibilities

Install and configure computer hardware, operating systems, and applications.
Monitor and maintain computer systems and networks.
Set up new users' accounts and profiles and deal with password issues.
Provide support and convey resolutions to customer issues following ITIL process.
Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
Track, route and redirect problems to correct resources.
Delivery of IT services and VIP support functions to ensure optimal service.
Ensure systems, procedures, and methodologies support outstanding service delivery.
IT communications regarding IT activities and maintenance.
Technical troubleshooting and issue remediation for end user systems and technologies.
Support and deliver end user service enhancements and design and drive change implementations.
Work with Service Desk, Enterprise Applications, Security and other teams to identify and resolve escalations and outages.
Assess and identify solutions for advanced customer inquiries and seek to optimize IT Service Delivery processes.
Provide consultation and support to business users regarding IT Service operations.
Work with Business/IT/users to research solutions for existing service improvements or any new service launch.
Follow up with customers, provide feedback and see problems through to resolution.
Utilize excellent customer service skills and exceed customers' expectations.
Ensure proper documentation and help create KB documents for common problems.
Recommended procedure modifications or improvements were necessary.
Preserve and grow your knowledge of IT support procedures, products and services.