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