IT Desktop Support Engineer (Backfill)SkySys • Boston, Massachusetts, United States

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IT Desktop Support Engineer (Backfill)

SkySys

Boston, Massachusetts, United States

Boston, Massachusetts, United States

Über

Position: IT Desktop Support Engineer - Backfill Location: Boston, MA Backfill Support - on need Job Purpose The onsite support engineer will provide high quality technical support for all 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 achieve high standards of customer service and deliver optimum operational and business benefits. Operation Roles and Responsibilities Basic experience in IT industry Good client management & communication skills Good Understanding of ITIL concept & ServiceNow 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 ServiceNow 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 rooms & internal events using MTR (Microsoft Teams Room) Image Deployment using SCCM & Auto Pilot VDI technologies Citrix XenDesktop & Azure cloud PC Laptop AV/endpoint security Management for McAfee, Cortex XDR User Data Management (OneDrive, Office 365) Refresh old assets from Windows7 to Windows10 MTR Video conference support for meeting rooms 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 Perform 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; when unable to resolve, escalate to vendors per Help Desk escalation processes Maintain overall ownership of user issues & services ensuring resolution within a reasonable timeframe Responsible for successful deployment and upgrades of laptops & workstations
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Boston, Massachusetts, United States

Sprachkenntnisse

English

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