Onsite Support Engineer

Roles & Responsibilities

• Perform onsite analysis, diagnosis, and resolution of complex desktop/mobility/Laptop problems for end users, recommend and implement corrective solutions.
• Manage and maintain mobility queue and meet SLAs for incoming tickets.
• Project manages software/hardware rollouts and refresh items.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations/mobile devices and related hardware and software to deliver required service levels.
• Assess the need(s) for and implement performance upgrades to end user workstations/mobile devices, including the installation of these upgrades (for example memory).
• Provide technical guidance to other members of the team.
• Collaborate with the global IT service desk and 3rd party vendors to ensure efficient operation of the company’s desktop/mobility/Laptop environment.
• Receive and respond to incoming calls, pages, and/or e-mails regarding desktop/mobility/Laptop problems.
• Perform subject matter expert duties to other support teams when needed.
• Develop and maintain software packages and tools used for software distribution.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop/mobility/Laptop operations.
• Accurately document instances of desktop /laptop equipment or component failure, repair, installation, and removal.

• Strong technical skills in supporting x86/x64 hardware platforms, Windows 10, Apple iOS, and Android mobile OS.
• Working knowledge of a range of diagnostic utilities and core applications, including PC diagnostics, SCCM, security endpoint protection software, MFA & VPN.
• Experience working in an Active Directory environment including SCCM (SMS).
• Experience with Mac OS X, JAMF is a plus.

Salary Range: $64,000-$72,000 a year