End Point Technician

Deliver Secure Solutions & Technology (25%) – deliver project commitments to deliver new capability to support our business using the following technologies.

• Assist on defining project approach and planning for implementations
• Provide input to insure execution of technical deliverables on time and on budget across all members of the team.
• Manage standards and procedures related to system deployments, upgrades, and general maintenance of the environment.
• Facilitate in the deliver solutions of the highest quality and on time, on budget
• Deliver clear communication on approach, status, issues, and risks on a regular basis to manage stakeholder expectations.
• Responsible for the lifecycle of equipment
• Maintain appropriate technical documentation

Drive Solution Availability & Customer Service (50%) –drive to improve system performance and stability.

• Responsible for the stability, availability, and operational effectiveness of the environment.
• Voice Engineer responsibilities for supporting enterprise voice and collaboration solutions across a variety of technologies and platforms, with a strong foundation in Cisco technologies. Demonstrates strong troubleshooting skills to resolve voice, network, and call quality issues while maintaining reliable and secure communications environments.
• Responsible for changing implementation practices that reduce business risk and overall downtime (pre-deployment testing, implementation plan, post implementation verification, backout plan).
• Responsible for 24x7 production support for critical Security solutions, this position will be in an On-Call rotation and required to work Off-Hours as needed
• Deliver endpoint services that meet the demands of the business units.
• Proactively identify and initiate work processes and tool improvements which lead to increased productivity and employee satisfaction
• Participate as a point of escalation for incidents
• Upgrading & updating Systems to insure adequate lifecycle and vulnerability management
• Administer and manage operational and solution health metrics and take corrective action where needed.
• Seek customer feedback regularly to ensure services and support are efficient and effective; surface and find repeat problems or service challenges, crafting and driving improvement plans to close gaps.
• Utilize monitoring solution to proactively resolve system issues prior to them becoming a problem

Define/Support IT Strategy & Execution Alignment (5%) - Define and implement roadmap to evolve and improve capabilities of our platforms.

• Key success factors for this position are initiative and the ability to pick up new technologies and drive improvements
• Assisting with IT projects (e.g., software migrations, hardware upgrades, technology research, documentation, and cost analysis).
• Identify process improvement and root cause for issues to ensure that we are reducing the support workload and not encountering repeat issues
• Perform routine maintenance on PCs (e.g., software updates, virus scans, hard disk de-fragmentation, and hard disk clean-up).
• Partner with key internal and external stakeholders to participate in solution roadmap projects, evaluate, and provide input to recommend solutions to meet company-wide business needs.
• Contribute creative ideas and insights to support the strategic process formation.

Support Team Development and Continuous Improvement Culture (20%) –Seek opportunities to work across teams to continually learn and improve

• Collaborates across team members to seek out information
• Provide end-user training on base company software, hardware, and Collaboration suite of tools
• Develop strong industry relationships with other system engineering peers and organizations to remain current on industry trends and future directions
• Meets with team members to identify and create action plans to resolve reoccurring and other high priority issues
• Provide guidance and mentorship to junior members of the team
• Guide others on technical challenges or issues or challenges
• Become the SME within the team on key technology platforms

Position Requirements:

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or other related courses.
• 1+ years of…