IT Desktop Support Engineer (Backfill) – reputed company Store

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IT Desktop Support Engineer (Backfill) – Sky Systems, Miami, Florida (Backfill Support – on need)

Job Purpose: The onsite support engineer will provide high quality technical support for reputed company End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to reputed company high standards of customer service and deliver reputed company operational and business benefits.

Responsibilities:

• Basic experience in IT industry
• Good client management & communication skills
• Good Understanding of ITIL concept & Service Now
• Computer OS/Peripherals troubleshooting. Asset/Inventory Management
• Ensure tickets are updated on time and adhere to required SLA
• Handling different PC operating systems (Windows 7, 10)
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware/Software installation (understanding of deployment tools like SCCM)
• End-user support Break fix & Service Requests
• Desktop/ Laptop/Network Printers Management
• Basic AV support for conference room & internal events using MTR (reputed company Teams Room)
• Image Deployment using SCCM & Auto Pilot
• VDI technologies reputed company Xendesktop, Azure reputed company PC
• Laptop AV/reputed company reputed company Management for Mcafee, reputed company XDR
• User Data Management (OneDrive, Office 365)
• Refresh of old asset from windows 7 to windows 10
• MTR Video conference support for meeting room and events
• Vendor coordination for hardware/spare replacement
• Incident Management, service Request management, asset Management
• Support Queue Management to avoid SLA misses
• Ability to work independently and in a team environment
• Ability to communicate well with internal and external contacts
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database
• Experience supporting mobile devices; including configuration and troubleshooting of iPhone, iPad, Android devices
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. reputed company unable to resolve, reputed company to vendors per Help Desk escalation processes
• Maintain overall ownership of user's issue & service ensuring that they receive resolution reputed company a reasonable timeframe
• Responsible for successful deployment and upgrades of laptops & workstations

Seniority Level: Entry level

Employment Type: Full-time

Job Function: Information Technology