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 Originally posted on Himalayas