Support Engineers with EUC

• Role: Support Engineers with EUC
• Support Function: Help Desk Support
• Job Location: Cleveland, Ohio office in the USA 100% onsite role.

Note: Submit only local candidates for this role who are willing to attend the office all 5 days of the week.
Job Description:

We are looking for on-site support engineers who can assist our clients in solving complex technical issues. They will be responsible for computer hardware, software, and peripherals. Onsite support is the third point of escalation for the resolution of desktop, laptop, or printer-related incidents, service requests, and connectivity issues.

Provide On-Site Support A field support engineer must respond to all client queries. This position may require working after hours as well as a presence on-site, as required. The professional collaborates with other network/technical professionals in the organization to devise suggestions for expediting maintenance and troubleshooting procedures. They document all relevant departmental and field activities and resolve the complexities.

Network Maintenance Onsite Support Engineers ensure that client networks operate consistently and efficiently. They confirm consistent uptime of routers, servers, and networks. They must engage in routine maintenance checkups with other network/technical professionals.

IT Asset Management The onsite support engineer will be responsible for managing, controlling, and maintaining inventory of IT assets (hardware) throughout their life cycle. Tracking, monitoring, and recording hardware assets to ensure compliance with the company s finance records.

Core Competencies:

• Communication skills - Excellent oral and written communication skills
• Strong Computer Skills and the Ability to Troubleshoot and Diagnose complex problems
• Exposure to and knowledge of Microsoft Active Directory and Office 365 concepts and administration
• Experience handling L2/L3 troubleshooting for Windows & MAC OS
• Experience with Citrix and Microsoft Remote Desktop concepts and administration
• Knowledge of DHCP, IP routing, VPN, and firewall concepts
• Experience in supporting minor hardware repairs (Desktop & Laptop)
• Experience in phone system administration

Operational Requirement:

• Provides third level investigation and diagnosis
• Resolves and closes incidents/service requests as per help desk procedures & within SLA
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details per help desk procedures
• Communicates with client regarding incident progress
• Ensures tickets are updated at all times until issues are resolved
• Liaises with clients, other IT support groups and 3rd party providers when necessary
• Performs imaging/reimaging of PCs
• Performs IMAC (Install, Move, Add and Change)
• Conducts hardware and software maintenance and support
• Troubleshoots and resolves PC incidents and/or VIP requests
• Coordinates with vendors for hardware repair
• Assists with Site IT security issues and virus elimination
• Assists Server Team when server maintenance is required
• Creates/maintains documentation on Ticketing tool
• Special events coverage
• Local network support and/or assists centralized Network team

Thanks And Regards,

Amit Lakhotia