Description:
As a key team member of the User Experience team, the EUC system engineer will assist clients by providing outstanding customer service for all end user services, solve IT challenges, one problem at a time, as well as collaborate with all departments to ensure timely communication and resolution. They will be located in our Irving offices and may need to drive to our remote locations to serve site specific requirements.
Job Description
Overview:
As a key team member of the User Experience team, the EUC system engineer will assist clients by providing outstanding customer service for all end user services, solve IT challenges, one problem at a time, as well as collaborate with all departments to ensure timely communication and resolution. They will be located in our Irving offices and may need to drive to our remote locations to serve site specific requirements.
Requirements:
- Manage/triage technical incidents, and provide functional support and assistance to local and remote users, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently
- Receive and respond to user inquiries, requests, and escalations via telephone, email, instant message, and case tracking system professionally with speed, accuracy and proficiency
- Document activities and resolutions in ITSM solution
- Monitor ticketing system and email for notification and internal assistance requests
- Troubleshoot and resolve problems to satisfy requests
- Complete any necessary research and on the job training to resolve incidents in a timely and efficient manner
- Participate in regular quarterly training courses
- Follow up on open tickets to ensure proper response and satisfactory resolution, keep detailed documentation regarding problems and solutions, and keep the customer updated of the status and resolution times
- Support maintenance of servers, and other devices when requested
- Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
- Improve knowledge of and ability to operate, all technical support tools and technologies
- Contribute technical solutions to the IT Knowledge Base
- Participate in projects and initiatives as directed by leadership
- Promote self service and automation model
- Provide Level 1 Hardware/Break Fixing and troubleshooting
Requirements:
- Experience gained through college degree programs and or certifications in computer science, information systems, or equivalent experience
- 3+ years of hardware or software support experience in a large enterprise desired
- Knowledge of PC/MAC hardware, software, networking, Active Directory system administration tasks, and Active Directory Federated Services
- O365, Exchange, on-premise Exchange, and Exchange Online
- Office 365 (O365) and Exchange enterprise migrations
- Basic to Intermediate knowledge of a scripting language, like Powershell
- Knowledge of Microsoft Windows 10, Office 2016
- Intermediate knowledge of Microsoft Windows 10 to Server 2012 R2
- Experience working with IP networking and networking protocols
- Strong Analytical, troubleshooting and problem solving skills