Desktop Support

Responsibilities

Deskside / Endpoint support Technician - Job Description

" Assist and support front-line operation support teams in solving advanced technical issues with guidance and coaching.

" Be the liaison with Engineering teams collaborating for resolution of complex desktop problems, communicate technical information and implementation of corrective and innovative solutions to front-line operations support teams.

" Resolve escalated cases and advanced technical scenarios related to Endpoint Management Software, Applications, Microsoft products, and hardware and peripherals.

" Work with front-line operation teams in implementing of new endpoint initiatives, providing associated training and Knowledge Articles as required for end-user support global teams.

" Software and Application deployments, including targeting & packaging, patching & updates, inventory control, and security baselining

" Image computers and ship them to end users

" Basic breakfix to repair Dell devices

" Support automated management process for employee endpoints, providing them a seamless and efficient end-user experience to enable productivity.

" Monitor and analyze gaps building processes to rationalize, troubleshoot and escalate technical problems with endpoint management clients, client inventory, application deployments and security patching.

" Basic MacOS troubleshooting. Loading images onto Apple devices.

Required Technical and Professional Expertise

" 4 + years experience customer service and support of Windows Operating systems in a global enterprise environment from both software and hardware troubleshooting standpoint.

" and technologies such as AD, DNS, Exchange, and Citrix.

" 2 + years of experience with Configuration Management, MDM and Deployment methods with SCCM and Intune.

" Basic experience in troubleshooting and working with Apple devices is an added advantage.

" Experience with deployment methods including inventory control, security baselining, patching, software, and application deployments.

" Understanding of Windows 10 new features, feature updates, and industry best practice processes.

" Understanding of Microsoft Patching Cycles & Policies, best practice processes. (ex. WSUS, Win10 Update Rings)

" Knowledge of new and emerging enterprise technologies (ex: Azure, Intune, Windows Analytics, Autopilot)

" Understanding of Office 365 or Microsoft 365 technology and any other client support or project interaction.

" Active technical certifications would be an asset.

" ITIL-Foundation and Agile experience an asset.

Physical Requirements For Endpoint Role

" The ability to lift 25/50 pounds regularly. Moving Monitor/Printers boxes.

" The ability to move safely over uneven terrain or in confined spaces. Running cables at desk locations.

Preferred Technical And Professional Expertise

" Exceptional verbal and communication skills

" Unparalleled Listening and Comprehension capabilities

" Proven service industry front line experience with handling high value/critical customers

" Ability to type 35-40 words per minute to capture important details on a call for documentation