Onsite Support Engineer

Job Description 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 the mobility queue and meet SLAs for incoming tickets.
• Project manage 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.
• Interface with third‑party support and equipment vendors.

• Excellent communication skills, interacting with employees and contractors at any level.
• Associate degree in information technology, or related field (or equivalent experience).
• Minimum of 3 years of IT Desktop/Laptop Support experience.
• Experience working in a global company.
• 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.
• Experience working with 3rd‑party vendors in both support and contract areas.
• Knowledge navigating 3rd‑party vendor applications and websites.
• Concentrated focus on defect reduction and quality of services.
• Excellent customer relations and customer support skills.
• Experience working in a team‑oriented, global, collaborative environment.

Salary Range: $64,000-$80,000 a year