ENGINEER - END User Computing
Software
- Daily management of personal queue of assigned support tickets and tickets and focusing on meeting ticket SLAs to achieve performance targets
- Ability to take inbound client phone calls from the call center and work with these end users to resolve issues.
- Utilize ITIL best practices to enhance and optimize the services provided to end users.
- High-level knowledge of supporting/managing desktop operating systems, including Windows and Mac
- Ability to troubleshoot Windows and Mac OS-related issues at hardware and software levels
- Ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)
- Experience with Office 365 Administration, including Exchange, OneDrive, SharePoint, Intune, and Teams
- Email Administration with essential level user management, including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues
- Basic virtualization Administration, which may include rebooting virtual machines, resource allocation, basic architecture knowledge
- Essential domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP
- Basic knowledge of Backup Solutions
- Basic knowledge of troubleshooting standard remote solutions such as RDP and Citrix
- Basic understanding of core network components
- Maintaining standards and documentation on an ongoing basis as products and technologies evolve
- Strong analytical and troubleshooting skills, with familiarity with ITIL practices.
- Excellent English communication skills for both technical documentation and customer interactions.
- Other business duties as assigned Technology Expertise