End User Support Technician chez Pomeroy Technologies, LLC

EUC Support Engineer Responsibilities:The EUC senior support engineer provides Member service support in troubleshooting and supporting Windows operating systems, authorized applications and peripherals enabling the Member to perform their functions. Where there is a need, this engineer may be asked to provide support to colleagues who supports Mac devices and other onsite services; such as deployments, equipment pick-ups, move support, and other projects. Furthermore, you will act as a lead to a team of EUC Support Engineers and potentially other EUC resources assigned to you. You will act as the conduit between the Business Unit and the locally assigned team.

 

Essential Functions and Duties:

* Demonstrate basic knowledge across operating systems, applications, and technologies

Be able to work autonomouslyUnderstand the responsibility of your employer, while working under the direct operational direction of the client

Advanced troubleshooting skills

Excellent communication skills (written and verbal)

Provides ongoing support of the standard hardware/software needs of the Member

Work requires the exercise of discretion and independent judgement to investigate and resolve problems or situations

Be responsible for all service delivered by the associated team

Provide insight and reporting to the identified EUC SDM and EUC SDD

Applies knowledge of processes and resources required to perform analytical and technical tasks on Apple platforms.

Service delivery tool experience (ServiceNow experience a plus)Ticket management.

Accept, manage, update, and close out tickets within guidelines

Driving to various locations (mileage expenses are reimbursable)

Install and update operating systems and applications as required

Assist level 1 and level 2 engineers troubleshooting issues

Provide support functions for assigned projects requiring the level 2/3 engineer expertiseRestoration of files and operating systems

Be flexible, work as a team, be ready to work on all onsite services and projects

 

Required Qualifications:

Ability to complete tasks within agreed upon Service Level Agreement or Key Measure requirements.8+ years' experience providing onsite support in an enterprise environmentUnderstand and familiarity with SCCM software distribution platform as it pertains to policy, software, and patch distribution methodologies in an enterprise environmentExtensive experience with Microsoft 365 product familyExcellent communication (verbal and oral) skills to interact with Cast Member at all levelsAbility to self-motivate and possess a strong desire to learn new technologies and share knowledgeAssociate or bachelor's degree desired

 

Desired Qualifications:

Working knowledge of Active Directory and secure LDAPWorking knowledge of MS ADFS * Working knowledge of Public Key Infrastructure (PKI)Very strong working knowledge of Windows 10 and higherVery strong working knowledge of MAC's (including JAMF)Experience with VPN/Wi-Fi/IP/DNS, networking, and other enterprise network technologiesWorking knowledge of CrowdStrike security platformsExperience with BitLocker disk encryptionTech Certifications (A+, Hardware, Microsoft certifications a plus) Behaviors:Be punctual, it is critical that you start your day at your agreed starting time and subsequently manage your time to arrive on-time to Cast Member appointmentsFrom the above, ensure you communicate when there is any deviationThis role has many attributes, and it is imperative that you are flexible and deliver tasks that are assigned to you - across all EUC responsibilities Other:Have a full, clean driving licenseHave access to a roadworthy vehicle

 

 

 

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