Site Support Engineer II

Corporate Infrastructure And Security Site Support

Position Description

Corporate Infrastructure and Security Site Support

Qualifications

Bachelor's Degree preferred. Combination of experience and education considered

ITIL certification preferred

Roles & Responsibilities

Provide in-house support for End Users

IMAC Support

Able to perform the following without direct involvement from manager, senior team member, or lead

Provide resolutions for users for Corporate applications and hardware

Support resolutions for business group applications

Incident and Request Queue management - Ticket creation / Categorization / Prioritization

Partnering to direct customers to respective Support Group

Minimum Requirements

3 5 years' experience in Desktop support.

Understanding of client / server networks, protocols, common Internet services, Active Directory

Confirmed problem solving abilities

Desired Skills

Good interpersonal skills, written and verbal communication and customer management experience

Work experience interacting with colleagues globally

Knowledge on operations / service delivery

Strong analytical orientation, as well as creative problem-solving skills, to be able to evaluate problems and concepts from different perspectives; use data to identify key issues / opportunities and arrive at sound and logical solutions that improve employee experience

Good understanding of Computers and Trouble shooting skills required.

Ability to work in a team and provide input to solution

Communicate efficiently with vendors and escort them around a facility and engage the vendor regarding the purpose of their visit.

Work with functional support teams to assist customers and drive speedy resolutions.

Required & Technical Skills

Ability to address and resolve issues on PC's and 3rd party applications supported by CIS.

Ability follow, update and edit KB articles to fix, diagnose, and resolve or hand off to higher tiered support, issues with network connectivity, such as VPN or wireless connectivity, Active Directory, security incidents, servers, and business applications.

Phone & Mobile devices installation configuration and break fix.

Level 2 / 3 support for PC, Printer, Scanner, Phone (Remotely unresolvable by Service Desk)

Snow queue management (review queue, self-assignment of tickets, assign tickets, ticket closures)

Mounting & Un-mounting Hardware's in data center (Switch, Routers, Servers, etc..)

Ability to provide "smart-hands" support computer rooms, IDF's, MDF's and physical equipment such as servers, switches, routers, printers.

PC / Laptop installation, configuration(imaging) and problem resolution

Printer / Scanners installation coordination, and vendor interaction

Maintain IDF / MDF daily health checks and maintaining data center health check list register

Ability to balance multiple assignments, has good judgment, and prioritizes projects and time efficiently

Ability to identify new tasks that need to be performed for support or operations and work with management for execution

Software installation at PC level and Server level

Read, Write and Speak local language.