Job Description
The IT Enterprise Support Engineer is responsible for providing services for our internal customers around the assigned scope of work: this includes installations of desktops, laptops, and mobile devices, maintaining all related systems up to date with upgrades and security resolutions, and responding to requests and issues with an appropriate sense of urgency and a focus on quality experience. This role supports IT services that meets or exceeds negotiated service levels. In addition to working with business units based in the US and with those in satellite offices, this role also collaborates with other IT Teams: network, server, security, applications, and our teams in Mexico where leverage is beneficial. This role provides support to our internal customers and collaborates with team members to innovate new ways to work, with an aim to provide excellent customer service and support that consistently meets internal customer needs.
Required Skills & Experience
* 1-3 year of relevant experience in IT support at 1st and 2nd level within a Corporate IT support environment
* Ability to travel internationally and domestically
* Ability to address and support customer needs and the end user experience
* Advanced understanding of service desk and customer support environment
* Ability to organize and prioritize multiple projects and information with accuracy and urgency
Ability to make decisions and solve problems using sound inclusive reasoning and judgement, proactively anticipate needs and prioritize action steps
* Ability to tolerate ambiguity in a constantly changing environment
* Ability to analyze and find solutions to difficult or complex issues
* Ability to set goals independently and take initiative to accomplish them, while collaborating and contributing in a team setting
* Knowledge in MS Windows 7 & 10, iOS, MS Office 2013/365
* Working knowledge of mobile devices (Android, iPad, and iPhone).
* Ability to discover the root cause of problems in order to identify appropriate solutions
Nice to Have Skills & Experience
* Proficiency in Active Directory, Webex, Virtual desktop environments, Anti-Virus and endpoint protection tools.
* Knowledge of mobile device management and safeguarding company owned data
* Knowledge of MS SCCM and networking.
* Knowledge of Endpoint protection, Anti-Virus, backups/restore, AD skills including Azure and O365, MS 2003 -- Current.
* Knowledge of remote access capabilities to large enterprise systems based on role-based access and security model.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.