Onsite support Engineer

Required Skills & Qualifications

• Perform IMAC (Install, Move, Add, Change) activities, including annual device refresh (~25%).
• Manage incidents (Break/Fix) for hardware, OS, applications, Citrix VDI, printers, connectivity, and conference room technology.
• Provide on-call support for Tier 1 and Tier 2 security incident tickets (weekly rotation).
• Handle onboarding/offboarding tasks and miscellaneous IT requests.
• Support initiatives such as Windows 11 rollout, domain migration, MEM rollout, Citrix VDI rollout, AV rollout, posture check rollout, and hardware refresh.
• Conduct User Acceptance Testing for new images and projects.
• Manage OS and application patching/feature updates.
• Deliver global new-hire IT orientation and remote training.
• Create and maintain end-user instructions and technical documentation.
• Support company-wide town halls and customer engagement events.
• License provisioning/deprovisioning for platforms like Adobe Creative Cloud, Visual Studio/MSDN, Snag It, Camtasia, Printer Logic.
• Ensure effective ticket and queue management.
• Provide VIP support for Customer C and C+1 team (~75 users).
• Interface with hardware vendors for planning and problem resolution.
• Configure and troubleshoot VPN clients; coordinate with Command Center.

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• IT certifications such as CompTIA A+, Microsoft Certified:
  Modern Desktop Administrator Associate, or equivalent.
• Experience with MEM (Microsoft Endpoint Manager) and enterprise-level device management.
• Knowledge of ITIL processes and best practices.
• Prior experience in global IT support environments and handling large-scale rollouts.
• Familiarity with security incident management and compliance standards.
• Technical Expertise:
  Proficient in end-user computing and troubleshooting across hardware, OS, and applications.
• Problem-Solving:
  Ability to diagnose and resolve complex technical issues quickly.
• Customer Focus:
  Strong commitment to delivering high-quality support and ensuring user satisfaction.
• Collaboration:
  Skilled in working with cross-functional teams and external vendors.
• Adaptability:
  Comfortable handling urgent requests and dynamic priorities.
• Communication:
  Clear and professional communication for training, documentation, and stakeholder updates.
• Process Orientation:
  Attention to detail in ticket management and compliance.