Senior Systems EngineerUnder the general supervision of the Manager, End User Computing and IAM Services, the Desk Side Technician is responsible for IMACs (Installs, Moves, Adds, Changes) and technical hardware/software support. In this position you will focus on solving customer IT issues and requests by supporting Macbooks, laptops, desktops, mobile devices, and printers. You will also be responsible for equipment moves, smart hands support, event support, and VIP support.
Experience in all areas of Apple Devices is critical. This is a "hands-on" technical role that requires good people skills. Primary responsibilities include:Analyze and resolve hardware/software problems onsite or remote operational modeInstallation, configuration and maintenance of a comprehensive IT infrastructure with a focus on Mac OS and Microsoft WindowsRemoval and installation of hardware components and peripheralsInstallation of additional software manually and via deployment consoleUser requests for technical advice and supportInstallation and customization of client equipmentProvide concierge support to VIP/Executive personnel as neededClassification of technical queries and forwarded to relevant departmentsDocumentation of customer inquiriesPC Refresh Life Cycle Process and deploymentUse client security (antivirus, encryption), remote support and ticketing toolsCustomizing user profilesHardware installation and hardware expansionInstruction and advice to the userBackup and restore of user dataCoordination with IT coordinators and usersJob requirements:Position is responsible for desk-side support in a Windows and Mac OS environment.Experience working in a blended environment: Macs on a Windows network running Active Directory authentication.Understanding of Microsoft environment/network including Active Directory, servers, operating systems and common business software/applications (i.e. Adobe, MS Office)Support includes installs, equipment pick-up, and equipment inventory.Perform miscellaneous software & hardware installs, configuration of Windows PC and Mac equipment. Provide 2nd level trouble shooting of all problems related to this activity.Individual must be self-starting, able to work alone and within a team, follow detailed processes, and open to flexible scheduling.Should be able to troubleshoot and isolate issues related to end user computing environments; printers, networks, Mac/iOS devices, computer devices, and other attached devices.Skills requirements:Ability to do in-depth research and troubleshooting for complex technical issuesStrong customer service experience in a corporate environmentAbility to effectively work on multiple activities concurrentlyEnterprise Anti-VirusFamiliarity with structured IT Processes (Incident, Request, Change)Education/Experience:2-4 years of professional work experience in related fieldAssociates Degree or higher in related field preferredITIL Foundations V3 preferredApple technical certifications strongly preferred: both Mac OS X certifications (ACHDS, ACTC, ACSA), and hardware certifications (ACDT, ACPT)A+/Network+ or equivalent-Required/MCSA or equivalent preferredExperience in dealing with remote technical support ticket toolIT Experience: 2 years (Required)Mac OS Experience: 2 years (Required)PC Troubleshooting Experience: 2 years (Required)