Desktop Support Engineer

Role: Desktop Support Engineer

Location: onsite (Dallas, TX)

Skills / Role & Responsibilities:

• User and administration of operating systems including Mac OSX/IOS, Windows, and Linux Ubuntu.
• Expertise in MAC OS and Windows OS platforms
• Aptitude and ability to learn to adapt quickly to new technology and business requirements in a fast paced, dynamic global environment.
• Expertise on troubleshooting Mac devices, knowledge on troubleshooting windows devices.
• Troubleshooting a variety of client, mobile and cloud applications office software (Microsoft Office, Google Apps Suite, Browsers, Salesforce, etc.).
• Hardware provisioning, imaging, troubleshooting, and software installation for laptops (Apple & Dell), desktops (Dell), and corporate owned/BYOD mobile devices (IOS/Android) along with standard peripherals.
• TCP/IP networking supports troubleshooting of a corporate user and remote user environment with LAN, WAN, and VPN implementations globally.
• Understanding and adhering to security policies and corporate best practices.
• Solve complex incidents by applying known documented solutions and processes, taking work items through to completion with minimal direct supervision.
• Partner with senior members of the team to learn new skills, ask for help, and escalate as needed.
• Understand all aspects of configuration and technical/functional capabilities, including all changes and potential system implications related to ongoing releases
• Perform all tasks related to the day-to-day operations of several large implementations of customer including managing users, creating and maintaining custom objects and fields, handling bulk data migration, workflows, validation rules, page layouts, and troubleshooting of Apex and integrations
• Manage a fast-paced queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution
• Maintain and demonstrate 100% compliance with all written security policies, SOX procedures and change management controls
• Communicating in different settings and methods including team meetings, conference calls, email, instant messaging, and social media.
• Training team members in formal and informal settings.
• Customer and technical support processes.
• Linux support experience
• Provide technical support to customers at the TechBar area, including diagnosing and repairing a variety of technical issues.
• Work with the store team to ensure the TechBar area is well-maintained and stocked with the necessary tools and supplies.
• Document and maintain accurate records of all repairs and services provided.
• Always maintain a positive and professional attitude, ensuring that all customers receive the highest level of service.

Qualifications:

• A+ certification, or equivalent technical certification preferred.
• Strong customer service skills, including the ability to communicate technical concepts to non-technical users.
• Excellent problem-solving skills, with the ability to diagnose and resolve technical issues quickly and efficiently.
• Knowledge of current Windows and Mac operating systems, as well as mobile operating systems (iOS and Android).
• Ability to work independently and as part of a team, with a positive and collaborative attitude.