Deskside Support Engineer

Job Description

Description

Deskside support Engineer with a minimum of 7 years of experience providing desk side support, acting as senior engineer specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment. Provides Tier 2 deskside and remote end user support including imaging, deployment, asset management, Windows 11 with strong user interaction skills. Need to be able to work independently and as part of a team.

Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting. Familiarity with Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs. Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom needed. Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration and domain administration.

Must possess a Degree. High School Diploma may be substituted with 6 additional years of related experience. Duties:
Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Troubleshoots complex issues. Updates status of queued service requests with the IT service management system. Certifications desirable but not required include A+, Net+, Secure+, ITIL V4. Must be reliable and have independent transportation.

Qualifications

Deskside support Engineer with a minimum of 7 years of experience providing desk side support, acting as IT Support Specialist specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment. Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 11 with strong user interaction skills.

Need to be able to work independently and as part of a team. Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software. Perform repairs on Apple computer and iOS hardware and software. Understanding of the MAC OS Imaging process using JAMF preferred but not required. May be assigned to assist in leading small projects and team efforts. Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities.

Familiarity with Remedy and Service Now a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs. Experience supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom needed. Escalates complex problems to upper-level deskside engineers. Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration.

Must possess a degree. High School Diploma may be substituted with 6 additional years of related experience. HDI Technical Support Professional required within six (6) months of employment. Duties:
Escalation point for Junior and Mid-level desk side engineers. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers. Updates status of queued service requests with the IT service management system. Certifications desirable but not required include A+, Net+, Secure+.

Must be reliable and have independent transportation.

Top Qualifications, Skills, Experience or Certifications:

Job Role Specific Requirements:

Bachelors and two (2) years or more experience;
Masters and 0 years related experience

7 years of relevant experience strongly preferred

The support will range from simple to complex system issues and may include VIP support requirements.

The…