Desktop Support Engineer

Job Description:

Key Skills Required:

1. Knowledge of end-user computing technologies, including Windows, macOS, Intune, Image management, Application packaging, mobile device management (MDM), Citrix.
2. Proficient in messaging and collaboration tools such as Microsoft Exchange, Office 365, Microsoft Teams, OneDrive, Zoom and Webex.
3. Knowledge of managing Experience management and Desktop engineering.
4. Understanding of network infrastructure, security, and cloud services.
6. Extensive knowledge of end-user computing technologies (Level 3/4 skill), including Windows Desktop support macOs, Windows Intune, and Citrix

This position requires exceptional customer service ability to assess needs, define requirements, manage tasks, and prioritize work.

Here are some examples of the actual work your day would include:

• Provide accurate and on-time deployment of workstations to employees
• Assist and/or educate end-users with technical issues, inquiries, and problems related to hardware, software, and network connectivity
• Ensure security policy compliance across various security platforms
• Maintain a system for tracking and prioritizing support requests through a ticketing system (ServiceNow)
• Ensure that all support requests are logged, monitored, and resolved within established service-level agreements (SLAs)
• Provide after-hours support and assistance as necessary
• Create and update technical documentation, knowledge base articles, and user guides to assist both the IT team and end-users
• Test new hardware, software, and tools to improve end-user support and system efficiency

Job Requirements

To be successful in this role, you need to have a certain amount of knowledge, skills and experience:

• Exceptional customer service skills, with the ability to relate to non-technical people and work as part of a team
• Further experience supporting the following endpoint technologies:
  • Office 365/M365 (MS Teams, OneDrive, Outlook, SharePoint, etc.)
  • MS Windows/Mac clients in an enterprise setting
  • Wireless networks and networking (TCP/IP)
  • Familiar with the ITIL framework
• 3+ Years’ experience deploying software/patching endpoint devices via endpoint management software (i.e. Intune)
• Experience with security tools, conditional access, MFA, SSO and other security configurations in a Microsoft Entra and Azure environment
• Ability to diagnose and problem-solve using organizational and time-management skills

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