As a key contact point for Information Services, the On-site Support Engineer is a trusted expert combining a service-oriented approach with strong technical ability to proactively support our user community and be part of the information services team.
The On-site Support Engineer - in close partnership with other Information Services colleagues - performs an important role in supporting the company systems and productivity tools underpinning the company’s technology use and facilities.
Responsibilities
* Prompt and efficient triage of Tier 1 and 2 incidents, incident management and resolution.
* Troubleshooting computer and network-related issues
* Prompt escalation and collaboration with tier-3 incidents
* Logging of all incidents using ServiceNow
* Respond to customer inquiries via phone, Teams, email, and the client service portal (ServiceNow)
* Provisioning of computer equipment and peripherals to employees; maintain and repair existing IT equipment
* Tier 1 and 2 tasks and monitoring of operational services
* End-user software/hardware installation and configuration; perform upgrades.
* User and team training, and guidance on best practices
* Support global IS initiatives
* To be responsible for completing specific technical projects as designated by the Service Management Team e.g. projects, deployments, installs, moves, adds and changes
* Make effective use of all personal and team time during any periods of inactivity
* Maintain personal qualifications and skill sets and ensure training is completed in line with business and personal needs
* Administrative tasks related to the job role
* Adhere to and promote Diversity Equity Inclusion & Belonging (DEIB) in all your work and support and comply with initiatives, policies and procedures on DEIB.
Key Skills and Experience :
* Detailed knowledge of Windows 10 and Windows 11
* Strong knowledge and hands-on experience of help desk level Active Directory (Users and computers, Group Policy); Azure AD experience is a plus
* Strong knowledge of file/folder level permissions, file shares, and related security
* Strong Office 365 knowledge and experience required (O365 user management and help desk level related tasks)
* SharePoint and Exchange Online support a plus
* Strong ability to troubleshoot user-level related network problems (DNS, DHCP, WIFI, VPN)
* Strong ability to troubleshoot printer and printing related problems
* OKTA SSO and Box Support a plus
* Strong knowledge of tools like ServiceNow or similar
* Ability to acquire support level knowledge of various software applications (MS Office, Teams, Adobe Suite, etc)
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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