SUPPORT ENGINEER

We are looking for a IT Site Services Specialist/Deskside Support L2 

Join our team as a Support Engineer and become an integral part of our dynamic environment, providing expert technical support and innovative solutions to enhance end-user experiences. 

The Site Services Specialist needs to be able to go on site after business hour within 1 hour

Job description:

Essential Technical Criteria (75%)

• Provides complex technical support, planning and coordination for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies.
• Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems.
• Performs analyzing, diagnosing, installation, and resolution of remote access technologies and associated problems.
• Performs analyzing, diagnosing, coordination and planning of horizontal network cable management processes including installation, moves, adds, changes and repairs.
• Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.
• Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.
• Demonstrates creativity and initiative in problem solving.

Complex Technical Documentation/Administrative Tasks (20%)

• Technical documentation of hardware/software additions or changes.
• Updates of inventory additions and changes to the inventory database.
• Updates and closures of trouble tickets and service requests.
• Timely labor hour input for billing and management.

Training requirements (5%)

• Keeps up-to-date advanced technical skills and knowledge of vendor offerings.
• All other duties as assigned.

Essential Performance Criteria:

Communications

• Frequency, Timeliness, and Clarity- Relationships
• Attitude
• Professionalism
• Respect
• Courage

Risk Taking and Decision Making

• Responsibility - appropriately research issues and make timely decisions. Take ownership even if a wrong decision is made. Thrive on risk but minimize to an adequate level. Don’t become paralyzed by analysis. Be fiscally responsible.

Productivity

• Time Management– manage time appropriately to meet deadlines and commitments.
• Flexibility – anticipate changes in work assignments, allowing for unknown factors or influences. Manage stress appropriately.
• Initiative – seek out learning opportunities; continuously increasing technical and professional skills.

Required Qualifications

• 5+ years of progressive experience in the desktop environment.
• Advanced knowledge and understanding of Windows desktop operating systems.
• Intermediate knowledge of the Windows Server Operating System and the ability to perform domain related administrative tasks.
• Intermediate knowledge and understanding of LAN environments
• Intermediate knowledge of communication protocols.
• Intermediate knowledge of PC-to-Mainframe access.
• Intermediate knowledge of LAN based E-mail systems (e.g., Outlook, MS Exchange).
• Creativity and advanced problem-solving skills that lead to effective solutions to complex and varied problems.
• A demonstrated ability to encourage and model positive cross-team partnerships.
• Advanced ability to perform complex troubleshooting and analysis of PC hardware, PC operating systems and office automation software, with expert level knowledge in at least one area of specialization.
• Intermediate ability to perform complex troubleshooting and analysis of network system devices and PC network hardware and client software.

We offer:

• Contribution to a study plan
• Health insurance
• Meals Participation