IT Support Engineer

Performs server and storage break and fix.
Provides support for Enterprise products
Desk side support specialist
Provides support for enterprise storage products
Supports Networking products - including Cisco certification requirements
Provides support for Payment systems products and Unisys core-CMOS products
May have project management responsibilities for smaller projects
Possesses other, high skilled, specialized technical skills.
Provides support for software, hardware, and networking support for desktops, laptops, and servers
Provides maintenance and support on legacy products
Installs and maintains PCs and associated software, networks, servers, and peripherals
Performs installs, moves, adds, and changes as required
Tests and certifies PCs, networks, servers, and client approved applications
Provides follow-up on problems or escalation.
Maintains a high degree of professionalism in actions, demeanor, and dress.
Ensures customer satisfaction throughout the service delivery transaction
Ensures client-specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system
Perform IMAC and exposure to project management
Support Unisys Legacy products.
Services Unisys would provide include Hardware break-fix / IMACD / Deskside support / Smart hands / walk-up Kiosk. The support model would be 24x5 with shifts. FE should be able to address Complex Windows and Mac OS issues
On-site troubleshooting for MS Office or other Commercial Off The Shelf (COTS) products
Manual driver upgrades and fixes as applicable.
Resolution of Client-approved-supported Software configuration issues
Issue resolution for Client custom built applications is done by leveraging existing Knowledge Articles or if not available de-install, install, and configuration of the application as per provided standard operating procedures. Upon completion of the Deskside Support, performance of defined acceptance testing with the Authorized User.
Additional Blue Vest Floor Walking by Field Engineers to enable walk-up support engagement for end users.
Network and Telecommunications including Network Access and Wi-Fi
Productivity and Collaboration including Teams, Webex, Zoom, Jabber, and O365.
Complex Windows and Mac OS issues.
Providing access to systems and shares.
Hardware fault diagnosis and peripheral support.
Device provisioning follow-ups (aka device provisioning “last mile”);
Issues that require coordination across resolver groups.

You will be successful in this role if you have:

Key Qualifications

High school degree required
2-4 years of hands-on technical experience
Electronics training equivalent to at least 2 years of technical institutes, polytechnic and/or military technical school/universities and/or applicable related technical experience.
Bachelor’s degree or Electronics training equivalent to at least 2 years of technical institutes, polytechnic and/or military technical school/universities and/or applicable related technical experience
Active directory/exchange server and operating systems knowledge
A+ certification a plus
Specific manufacturer certification as required, i.e. EMC, Dell, Cisco, Microsoft, Apple, Unisys. COMPTIA certifications, and NETWORKPLUS and for legacy products, must have current product training
Knowledge of client specific internal procedures and service delivery requirements.
Advanced degree of knowledge of hardware and software including Unisys/Microsoft/Network operating systems and advanced troubleshooting capabilities on software and hardware problems including DTS, Legacy systems, storage systems and interconnectivity problems
Ability to test and certify mainframes and/or servers with associated peripherals
using mechanical capability and an understanding of ESD procedures
Client and/or governmental clearance may be required Microsoft Server Certified Professional Certification and/or CCNA Certification is an added advantage.
Police or criminal background verification may be required