Support Engineer

Job Title: Systems Automation Engineer

Location: Westborough, MA 01581

Duration: 12+ Months (Hybrid 3 Days in Office)

Description:

We are seeking an Information Systems and Automation Engineer to assist the Corporate IT team. The Corporate IT team is responsible for the deployment, maintenance, and support of IT systems throughout the global organization. Day to day you will focus on enhancing the efficiency, productivity and value of the global IT support platform automating workflows through Microsoft PowerShell and Power Platform tools. Additionally, you will provide on-site support of our US based users in Westborough, with occasional travel to Boston, Woburn, and other areas, to ensure that end user IT needs are met through reliable and consistent IT services. You will be providing both hands on and remote support of a variety of hardware and software platforms and act as a point of technical escalation for the global IT analyst teams. Callouts:
- Role is hybrid ( tues-thurs in Westborough, MA ) Mon and Fri from home
- Role requires hands on IT assistance in the office for things that the Service desk can t address, as it requires them to be onsite to resolve.
- Candidate needs to be able to build from scratch/develop with at least 3 years of experience using PowerShell
- Azure experience and having worked in a large-scale global enterprise is a plus
Job Responsibilities
Develop and maintain automations within our ServiceNow platform using a combination of PowerShell scripts and API calls.

Troubleshoot and resolve issues with end user hardware, such as laptops and printers, and conference room technology, liaising with third party support vendors when necessary.

Maintain the IT hardware asset database and support automation efforts through scripting in common scripting languages, primarily PowerShell.

Assist lower tier support teams by providing expertise, training, and documentation. Assist higher tier support teams with hands-on assistance, such as racking and testing, of infrastructure equipment.

Stay current in relevant technologies to provide accurate technical solutions to employees and contribute to the development and improvement of IT policies and procedures.

Be the final point of escalation for client-side technical issues globally.
Other duties as assigned.

Qualifications & Experience Education
Bachelor degree or equivalent experience required
A minimum of 3 years in a customer facing IT support role is required.
A minimum of 3 years supporting Microsoft end user technologies, including Windows, Office applications etc. is required.
Excellent troubleshooting and diagnostic skills are required.
Excellent interpersonal, communication and customer care skills are required.
Advanced level PowerShell experience is required.
Experience with infrastructure technology (servers, networking equipment) is preferred.
Experience with an ITSM platform (specifically ServiceNow) is preferred.
ITIL certification is preferred.
While performing the role you will need to lift up to 50lbs
Approximately 5% travel may be required in support of the position s responsibilities.
Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively.
Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
Strong organizational skills; ability to prioritize work accordingly and accomplish multiple tasks in parallel and in a fast-paced environment.