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