End User Support Engineer

Responsibilities

• The EUC senior support engineer provides Cast Member service support in troubleshooting and supporting Windows operating systems, authorized applications and peripherals enabling the Cast Member to perform their functions.
• Where there is a need, this engineer may be asked to provide support to colleagues who supports Mac devices and other onsite services; such as deployments, equipment pick-ups, move support, and other projects.
• Furthermore, you will act as a lead to a team of EUC Support Engineers and potentially other EUC resources assigned to you.
• You will act as the conduit between the Disney Business Unit and the locally assigned team.

• Demonstrate basic knowledge across operating systems, applications, and technologies
• Be able to work autonomously
• Understand the responsibility of your employer, while working under the direct operational direction of the client
• Advanced troubleshooting skills
• Excellent communication skills (written and verbal)
• Provides ongoing support of the standard hardware/software needs of the Cast Member
• Work requires the exercise of discretion and independent judgement to investigate and resolve problems or situations
• Be responsible for all service delivered by the associated team
• Provide insight and reporting to the identified EUC SDM and EUC SDD
• Applies knowledge of processes and resources required to perform analytical and technical tasks on Apple platforms.
• Service delivery tool experience (Service Now experience a plus)
• Ticket management. Accept, manage, update, and close out tickets within guidelines
• Driving to various Disney locations (mileage expenses are reimbursable)
• Install and update operating systems and applications as required
• Assist level 1 and level 2 engineers troubleshooting issues
• Provide support functions for assigned projects requiring the level 2/3 engineer expertise
• Restoration of files and operating systems
• Be flexible, work as a team, be ready to work on all onsite services and projects

• Ability to complete tasks within agreed upon Service Level Agreement or Key Measure requirements.
• 8+ years’ experience providing onsite support in an enterprise environment
• Understand and familiarity with SCCM software distribution platform as it pertains to policy, software, and patch distribution methodologies in an enterprise environment
• Extensive experience with Microsoft 365 product family
• Excellent communication (verbal and oral) skills to interact with Cast Member at all levels
• Ability to self-motivate and possess a strong desire to learn new technologies and share knowledge
• Associate or bachelor’s degree desired

• Working knowledge of Active Directory and secure LDAP
• Working knowledge of MS ADFS
• Working knowledge of Public Key Infrastructure (PKI)
• Very strong working knowledge of Windows 10 and higher
• Very strong working knowledge of MAC’s (including JAMF)
• Experience with VPN/Wi-Fi/IP/DNS, networking, and other enterprise network technologies
• Working knowledge of Crowd Strike security platforms
• Experience with Bit Locker disk encryption
• Tech Certifications (A+, Hardware, Microsoft certifications a plus)

• Be punctual, it is critical that you start your day at your agreed starting time and subsequently manage your time to arrive on-time to Cast Member appointments
• From the above, ensure you communicate when there is any deviation
• This role has many attributes, and it is imperative that you are flexible and deliver tasks that are assigned to you — across all EUC responsibilities

• Have a full, clean driving license
• Have access to a roadworthy vehicle