System Engineer Bit Bar, EUC

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Job Summary

Job Description

Overview:
As a key team member of the User Experience team the EUC system engineer will assist clients by providing outstanding customer service for all end user services solve IT challenges one problem at a time as well as collaborate with all departments to ensure timely communication and resolution. They will be located in our Irving offices and may need to drive to our remote locations to serve site specific requirements.

Requirements:

• Manage/triage technical incidents andprovide functional support and assistance to local and remote users followingspecific processes and guidelines to ensure that tasks are completed consistently andefficiently

• Receive and respond to user inquiries requests and escalations via telephone emailinstant message and case tracking system professionally with speed accuracy andproficiency

• Document activities and resolutions in ITSM solution

• Monitor ticketing system and email for notification and internal assistance requests

• Troubleshoot and resolve problems to satisfy requests

• Complete any necessary research and on the job training to resolve incidents in atimely and efficient manner

• Participate in regular quarterly training courses

• Follow up on open tickets to ensure proper response and satisfactoryresolution keep detailed documentation regarding problems andsolutions and keep the customer updated of the status and resolutiontimes

• Support maintenance of servers and other devices when requested

• Log all incoming requests in the incident tracking system anddocument all actions to include all follow up conversationstroubleshooting steps and resolution

• Improve knowledge of and ability to operate all technical supporttools and technologies

• Contribute technical solutions to the IT Knowledge Base

• Participate in projects and initiatives as directed by leadership

• Promote self service and automation model

• Provide Level 1 Hardware/Break Fixing and troubleshooting

Requirements:

• Experience gained through college degree programs and or certifications in computer science information systems or equivalent experience

• 3 years of hardware or software support experience in a large enterprise desired

• Knowledge of PC/MAC hardware software networking Active Directory systemadministration tasks and Active Directory Federated Services

• O365 Exchange on-premise Exchange and Exchange Online

• Office 365 (O365) and Exchange enterprise migrations

• Basic to Intermediate knowledge of a scripting language likePowershell

• Knowledge of Microsoft Windows 10 Office 2016

• Intermediate knowledge of Microsoft Windows 10 to Server 2012 R2

• Experience working with IP networking and networking protocols

• Strong Analytical troubleshooting and problem solving skills

Primary Objective
Drive automation reporting and endtoend device lifecycle management across EUC using Power Platform ServiceNow and Power BI.

Core Technical Skills

• Power Automate

  • Automate ServiceNow workflows (INC / RITM / SCTASK)
  • Approval flows (GL codes exceptions lifecycle state changes)
  • Integrations with SharePoint Lists Teams and email

• ServiceNow

  • Strong understanding of:
    • Request Fulfillment
    • Incident Management
    • Asset & CMDB
    • Catalog workflows
  • Experience with ServiceNow DevOps or platform customization is a plus

• Power BI

  • Create and maintain dashboards for:
    • Device lifecycle (procure deploy refresh retire)
    • Turnaround time / SLA metrics
    • New hire provisioning trends
    • Engineer performance and workload visibility
  • Data sources: ServiceNow Excel/SharePoint Intune (if applicable)

• Device Lifecycle Management

  • Standardize lifecycle states (New In Stock Deployed Repair Retired)
  • Automation tied to lifecycle changes
  • Reporting on aging devices refresh eligibility and inventory accuracy

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If you currently work for Vistra or its subsidiaries please apply via the internal career site.

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