Good Day,

Hope you are doing well!

This is Selvakumar speaking on behalf of XpertHunt. Our client has an immediate requirement for a "Senior Desktop Support Engineer," and this role is moving quickly.

Feel free to let me know if you need more sentences or if you have any specific requests.

Job Description:

Position:             Senior Desktop Support Engineer

Department:     Information Technology

Reports To:        Manager, IT Services

Job Scope and Accountabilities:

Overall responsibilities for troubleshooting hardware, software, and networking issues of end-users in a global workforce both on-site and remotely.

Key Responsibilities:

·        Providing 1st, 2nd, and 3rd level support services via phone, in-person, Teams and TeamViewer.

·        All desktop and laptop computers, phones and network connectivity to applications, email-related issues; including support for Macs.

·        Closure of calls and IT tickets within defined service levels; ensure assigned user requests are resolved or escalated as required.

·        Work with team members to research and document problem resolutions.

·        Ensure all Incidents, Service Requests and tickets are logged, updated, and closed in a timely manner in Jira Service Desk.

·        Deploy new equipment to users, as required.

·        Escalate issues to manager, team members, or other teams as appropriate for quick resolution.

·        Document solutions and procedures into the knowledge base.

·        Responsible for testing and deployment of Americas equipment (i.e., laptop, desktop, tablets, etc.).

·        Work with vendors to schedule and repair end user hardware issues.

·        Management and maintenance of SCCM/Intune and JAMF environments. Including deploying applications and images to PCs and Macs.

·        Creating and maintaining users and computers within Active Directory.

·        Maintaining VOIP system.

·        Assist with other projects or assignments, as required.

Qualifications and Experience Required:

Required:

·        Experience using Jira Service Desk or other ticketing system.

·        3-5+ years working within a large multi-country desktop support environment.

·        Solid understanding of Networking concepts.

·        Hardware skills – Desktops, Laptops, Multifunctional Network Printers.

·        Extensive experience with Windows operating systems operating systems.

·        Strong knowledge and the ability to troubleshoot Active Directory Users and Computers, network connectivity issues, etc.

·        Strong working knowledge of Office 365, OneDrive, and SharePoint online.

·        Experience with Enterprise Collaboration tools (SharePoint, Teams, Zoom, WebEx), and Endpoint Security Software

·        Strong analytical and deep-dive problem-solving skills across multiple disciplines. (HW, OS, Network, etc.).

·        The ability to prioritize and field tier I-III support requests, via ticket, email, phone, and occasional ad-hoc walk-ups, in a high-volume IT queue.

·        Ability to deploy and support office equipment (printers, projectors, video conferencing); and Able to execute office moves of workstations including standing desk setup, cable management and coordinate with the facilities department.

·        Well organized with strong HW\SW inventory, asset/license management and capacity planning abilities.

·        Management and deployment experience using SCCM/Intune.

Desired:

·        Current industry certifications such as MSDST, MCP, CCNA, A+, Security+, Network+, or similar.

·        VoIP Support experience.

·        Experience working with and Mac (Client) operating systems.

·        Management and deployment experience using SCCM/Intune.

·        Management and deployment experience using JAMF, or similar.

·        Experience with VMWare Horizon view, or similar is a plus.

Interpersonal Skills:

·        Excellent interpersonal, written, and verbal communication skills required:

·        Professional demeanor both in person and via phone, email, and messaging systems.

·        Must be able to deliver information effectively and clearly to a range of audiences (both technical and non-technical colleagues).

·        Strong focus on professionalism and customer satisfaction.

·        Excellent problem-solving skills to be able to approach and resolve issues; demonstrated aptitude to troubleshoot technical problems.

·        Ability to multi-task in a fast-paced, changing environment with time management and organizational skills to resolve issues in a timely manner.

·        Ability to work independently, but also collaboratively within a global team environment.

Full commitment to conduct business with the utmost integrity and in full compliance with the law is essential.

With Regards,

Selvakumar Vellaisamy

selvakumar@xperthunt.com