Senior - Principal End User Support Engineer

American Electric Power • Fort Wayne, IN

77d • $85,081 - $106,354

About The Position

Part of a larger team delivering high quality Computer, Network, Storage and End-User Infrastructure technology solutions, on-going support to the business. Independently completes infrastructure project assignments. Provide technical support and troubleshooting, cost estimates, justifications, and recommendations. Produces technical documentation, support and configuration. Manage, plan, and maintain technical platforms including upgrading systems. Monitor system performance and installs and configures hardware. Responsible for collaborating with other Job Families such as Project Managers, Architects, Solution Engineers, Technicians, Business Analysts to deliver consistent, reliable technology solutions that leverage AEP's technology standards, architectures and best practices. This position is located onsite as part of a larger regional support team.

Requirements

• Bachelor's degree in computer science, engineering, or related technical field is required.
• 5 years of relevant work experience is required for Infrastructure Engineer Senior (SG7).
• 7 years of relevant work experience is required for Infrastructure Engineer Principal (SG8).
• An equivalent combination of education and related experience may be considered.

Nice To Haves

• Extensive experience in supporting end-user hardware, software, and peripherals.
• Strong proficiency in general end-user technologies, including Windows 10 and 11, Virtual Desktops, MacOS, and workstation hardware (Mac, Dell, HP).
• Solid understanding of mobile technologies, including iOS devices, Workspace ONE, and Intune.
• Experience supporting and understanding Citrix Virtual Apps and Desktops.
• Good knowledge of Microsoft Endpoint Configuration Manager and JAMF.
• Familiarity with operating in-room video conferencing systems from major vendors, such as Poly and Cisco.
• Over 5 years of experience in supporting end-user technologies in large environments.
• Able to work independently and demonstrate appropriate judgment and self-direction of tasks and priorities.
• Excellent communication skills, capable of effectively communicating with all types of IT customers, including executive leadership.
• Experience collaborating with large and distributed IT organization peers and partners.

Responsibilities

• Provide comprehensive support for end-user hardware, software, and peripherals.
• Assist users with general technologies, including Windows 10/11, Virtual Desktops, MacOS, and workstation hardware (Mac, Dell, HP).
• Support mobile technologies such as iOS devices, Workspace ONE, and Intune.
• Manage and troubleshoot Citrix Virtual Apps and Desktops.
• Utilize Microsoft Endpoint Configuration Manager and JAMF for device management.
• Coordinate e-waste pickups and ensure compliance with environmental standards.
• Operate and troubleshoot in-room video conferencing systems from vendors like Poly and Cisco.
• Diagnose and resolve basic video conferencing issues, including Microsoft Teams and Zoom.
• Independently manage escalations and prioritize tasks while communicating effectively across all organizational levels.
• Travel up to 10% of the time, primarily for day trips.

Benefits

• Competitive compensation package.
• Comprehensive benefits package that aims to support and enhance the overall well-being of employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree