Job Overview

IT Support Engineer

Job Functions

• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot Macintosh and Windows end-user workstations, related hardware and software in order to deliver required desktop service levels.
• Assess the need for and implement performance upgrades to end user workstations, including the installation these upgrades (for example memory).
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment.
• Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
• Work with the company’s helpdesk on assigned problem/IMAC tickets.
• Answer to and perform IMAC requests as they are submitted through the service desk.
• Deploy software through SCCM (SMS) and Casper Mac Management Suite.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Interface with third-party support and equipment vendors.

Key Skills, Knowledge and Experience

• Bachelor’s Degree in information technology, or related field (or equivalent experience).
• Minimum of 3 years of IT Desktop Support experience.
• Fluency in English (verbal/written) is required.
• Microsoft Certified Desktop Support Technician (MCDST) or Microsoft Certified Technology Specialist (MCTS) certification for Windows 10 highly desired.
• Apple Certified Support Professional (ACSP) or Apple Certified Technical Coordinator (ACTC) for Mac OS 10.7 or 10.8 highly desired.
• A+ certification highly desired.
• Strong technical skills in supporting x86/x64 hardware platforms.
• Ability to quickly trouble-shoot and resolve problems.
• Experience working in an Active Directory environment including SCCM.
• Experience with desktop virtualization (e.g. Xen) preferred but not required.
• 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
• Prepared to travel to other countries as well

Apply Now