IT Site Support Engineer
IT Site Support Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
Technical Support & Incident Management
*Provide resolutions for corporate applications hardware and business group applications.
*Handle incident and service request queues including ticket creation categorization prioritization and assignment to appropriate support groups.
*Perform proactive follow-ups with customers to ensure timely resolution without requiring reminders.
*Deliver Level 2/3 support for PCs printers scanners and phones when issues cannot be resolved remotely by the Service Desk.
*Diagnose and resolve issues related to PCs laptops network connectivity (VPN wireless) Active Directory security incidents servers and business applications.
*Perform PC/laptop imaging configuration and break/fix support.
*Fulfill IMAC (Install Move Add Change) requests.
*Install configure and support printers scanners phones and mobile devices including vendor coordination for replacements and contract updates.
*Provide hands-on and remote support for computer rooms IDFs MDFs servers switches routers and other physical equipment.
*Mount and unmount hardware in data centers and perform daily routine checks to maintain data center health.
Knowledge Base & Documentation
*Build update and review knowledge base articles to streamline fixing and issues resolution.
*Track and review ticket metrics and take action to improve efficiency where vital.
Collaboration & Vendor Management
*Work closely with vendors including escorting them onsite and guiding their activities during visits.
*Collaborate with vendors to prepare statements of work (SOWs) and quotes by clearly defining requirements.
*Partner with functional teams to ensure quick resolution of customer issues and effective project execution.
Process Improvement & Initiatives
*Find opportunities to improve technology workflows employee experience and support processes.
*Recommend and assist with implementation of enhancements to PC/laptop configurations.
*Lead medium-sized initiatives or workstreams impacting 50100 customers with minimal supervision.
*Support project planning and solution development in partnership with multi-functional teams.
Minimum Requirements
*4 in desktop support or a related technical role.
*Good understanding of client/server networks protocols common internet services and Active Directory.
*Solid knowledge of the OSI model and ability to perform root-cause analysis.
*Ability to diagnose and resolve hardware and software issues for corporate infrastructure.
*Experience with ticketing systems and incident/request management.
Desired Skills
*Excellent written and verbal communication skills; able to effectively engage with global customers.
*Demonstrated experience in customer service and collaborator coordination.
*Ability to handle critical situations independently and with professionalism.
*Strong teamwork skills and willingness to serve as a go-to resource for peers.
*Experience collaborating with global teams across multiple time zones.
*Familiarity with IT operations and service delivery standard processes.
*Certification from a major IT vendor (desktop-related platform or technology) is preferred.
Employment Type
Full-Time
