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IT Desktop Support Engineer (Backfill) – Sky Systems, Miami, Florida (Backfill Support – on need)

Job Purpose: The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

Responsibilities:

• Basic experience in IT industry
• Good client management & communication skills
• Good Understanding of ITIL concept & Service Now
• Computer OS/Peripherals troubleshooting. Asset/Inventory Management
• Ensure tickets are updated on time and adhere to required SLA
• Handling different PC operating systems (Windows 7, 10)
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware/Software installation (understanding of deployment tools like SCCM)
• End-user support Break fix & Service Requests
• Desktop/ Laptop/Network Printers Management
• Basic AV support for conference room & internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• VDI technologies Citrix Xendesktop, Azure cloud PC
• Laptop AV/endpoint security Management for Mcafee, Cortex XDR
• User Data Management (OneDrive, Office 365)
• Refresh of old asset from windows 7 to windows 10
• MTR Video conference support for meeting room and events
• Vendor coordination for hardware/spare replacement
• Incident Management, service Request management, asset Management
• Support Queue Management to avoid SLA misses
• Ability to work independently and in a team environment
• Ability to communicate well with internal and external contacts
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database
• Experience supporting mobile devices; including configuration and troubleshooting of iPhone, iPad, Android devices
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, elevate to vendors per Help Desk escalation processes
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe
• Responsible for successful deployment and upgrades of laptops & workstations

Seniority Level: Entry level

Employment Type: Full-time

Job Function: Information Technology