Job description
Senior Associate Desktop Engineer
Desktop Engineers are responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests entered into the IT service desk by internal end users in a flexible, fast paced and growing, but very customer focused environment. These requests are based from all metros where Equinix has internal employees and on hardware and/or software issues affecting end user technology devices including Dell desktops/laptops, iPhones, Android, Cisco Telepresence VC, and Cisco VoIP phones. Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame. Ability to be dynamic and reactive as well as creating and driving process to increase IT efficiency, drive pro-activeness, and educate end users on how best utilize the technology provided.
Responsibilities
Qualifications
Desktop Engineers are responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests entered into the IT service desk by internal end users in a flexible, fast paced and growing, but very customer focused environment. These requests are based from all metros where Equinix has internal employees and on hardware and/or software issues affecting end user technology devices including Dell desktops/laptops, iPhones, Android, Cisco Telepresence VC, and Cisco VoIP phones. Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame. Ability to be dynamic and reactive as well as creating and driving process to increase IT efficiency, drive pro-activeness, and educate end users on how best utilize the technology provided.
Responsibilities
- Troubleshoot to resolution Windows 7/8.1/10, Mac OSX, Microsoft Office 2010/2013/2016, Office 365, and other internal application software issues as assigned
- Image, configure, upgrade, and repair Dell desktops and laptops
- Active Directory, MS Exchange, SCCM administration including add/change/move requests
- Administer and maintain iPhone and Android mobile phones\tablets via MobileIron MDM
- Remote support for all other metros in North America (Seattle, Silicon Valley, LA, Denver, Dallas, Miami, Atlanta, Chicago, Toronto, Boston, Tampa)
- Complete desktop and telecom related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.).
- Help troubleshoot and work with telecom engineers to resolve end user telecom issues
- Provide outstanding customer service
- Help build and a rich IT knowledge base by creating and maintaining process and resolution documentation
- Understands implications of work and makes recommendations for solutions
- Determine methods and procedures on new assignments.
- Ability to lift 50 lbs
- Other duties as assigned
Qualifications
- Advanced to expert knowledge of SCCM, Windows 7/8.1/10, Mac OSX, Office 2010/2013/2016, and O365
- Understanding of system administration, basic networking and VoIP concepts
- 4 - 6 years’ experience working in a fast paced and dynamic but VERYcustomer focused IT Helpdesk environment
- Bachelor’s degree in Computer Science or MIS or equivalent work experience
- Detail oriented, deadline and results driven
- Excellent written and verbal communication skills
- Strong customer service background
- Intel based Mac hardware/software support is desired
- MCDST or higher Microsoft IT Professional certification
- Dell IT Pro certification
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