Technology Support Engineer

Minimum Requirements:

• Microsoft Windows O\S course and exams
• Base certification N+, A+
• Apple Certified Support Professional (ACSP) beneficial
• System Center Configuration Manager (SCCM) course and exam beneficial
• Microsoft applications O365 suite
• Fundamental course in AI - BOT solutions beneficial
• PowerShell course completion beneficial
• Fundamental Networking course (CCNA preferred) beneficial
• Fundamental call logging system course: Remedy (BMC)
• Visualization course (VMware, Hyper-V) beneficial
• Deepfreeze Fundamentals beneficial
• Mobile device testing solution, preferably Sauce labs
• Device course and certified: Dell
• Cloud course and certified, Microsoft Azure Fundamentals beneficial
• Troubleshooting course, preferably Kepner-Tregoe beneficial

Skills, Requirements Abilities, Knowledge:

• Provide Constant Outstanding Customer Service
• Makes clients and their needs a primary focus of one's actions and attention, while developing / maintaining productive client relationships.
• Actively seeks to understand client circumstances, problems, expectations and needs, while resolving problems quickly.
• Monitor and answer technical questions addressed to the security team
• Engaging customers and stakeholders at leadership levels
• Show Initiative / Innovation
• Has a long-term focus and does not wait until having to respond to a demand
• Takes an active involvement in problem resolution and, where necessary, works after hours to ensure that issues are resolved
• Problems and opportunities are anticipated and dealt with immediately
  
• At least five (5) years of hands-on experience supporting IT hardware, software, network services in an IT Service Center/Help Desk environment and or an equivalent combination of education and experience in an IT Service Center/Help Desk environment
• Financial software support experience
• Problem investigation and solving
• Linux experience
• Experience and understanding of LANs, network protocols, including IP addressing is necessary.
• Ability to operate independently where appropriate yet understand when to escalate issues and how to establish effective working relationships in a team
• Excellent organizational, interpersonal communications, writing, and strong listening skills are essential.
• Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively
  learning from teammates
• Helpdesk / call center experience (Remedy knowledge an advantage)
• Assist Administrator with all related Desktop technology Asset management
• Meetings and meeting room support
• Technology Device support: Dell, Mac
• Scripting; PowerShell
• At least three (3) years of experience with a Desktop Management system (SCCM, etc.)
• Analyzing abilities, and trouble shooting skills
• 2-way authentication support & troubleshooting
• Documentation and report writing. For example, build documents
• BI report creation
• Kiosks support
• Portal support
• Deepfreeze
• Info screens support
• MS Office Suite support communication
• Star Leaf support
• Exposure and a good understanding of established IT policies, and procedures
• Exposure to and a good understanding of Audits
• Exposure to and a good understanding of Vendor management
• Remote, off-site office support
• Ability to coach and mentor junior engineers
• Documentation, Time Management, Stress Management and Self-Awareness courses advantageous
• Promotion process overview advantageous

Responsibilities:

• Assist with the administration of the desktop management tool Microsoft SCCM on patches, inventory, image, and software license management.
• Build, image, deploy, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT related equipment.
• Follow all established IT SOPs, policies, and procedures.
• Maintain the Remedy ticketing system by resolving tickets in line with relevant SLAs and according to company policies and procedures.
• Mentor and train IT Service Desk, Level 1 Engineers.
• Clearly and concisely communicate with staff both orally and in written form.
• Perform day-to-day duties and responsibilities with a high-level of customer service.
• Provide AD account administration.
• Provide management support for various print devices including network connected multi-function printers and Distribution printers that are critical to core business operations.
• Provide O365 Cloud support.
• Provide support and resolutions for internal customers, working both remotely and on-site with hardware, software and other essential business systems as related to issues assigned in a mixed Microsoft and Mac Environment.
• Respond to, maintain, and manage our various meeting locations computer hardware, video conferencing solutions, as well as the Online collaboration tools that are available to employees e.g., Confluence
• Support users through remote access
• Accurately manages assets related to daily functions
• Be online for days on a rotating roster shift, as part of a team providing 24x7 global support