Engineer Ii, Systems Infrastructure
hace 5 meses
**Position Description**
- Corporate Infrastructure and Security Site Support
**Qualifications**
- Bachelor’s Degree preferred. Combination of experience and education considered
- ITIL certification preferred
**Roles & Responsibilities**
- Provide in-house support for End Users
- IMAC Support
- Able to perform the following without direct involvement from manager, senior team member, or lead
- Incident and Request Queue management - Ticket creation/Categorization/Prioritization
- Partnering to direct customers to respective Support Group
**Minimum Requirements**
- 3 - 5 years’ experience in Desktop support.
- Understanding of client/server networks, protocols, common Internet services, Active Directory
- Confirmed problem solving abilities
**Desired Skills**
- Good interpersonal skills, written and verbal communication and customer management experience
- Work experience interacting with colleagues globally
- Knowledge on operations/service delivery
- Strong analytical orientation, as well as creative problem-solving skills, to be able to evaluate problems and concepts from different perspectives; use data to identify key issues/opportunities and arrive at sound and logical solutions that improve employee experience
- Good understanding of Computers and Trouble shooting skills required.
- Ability to work in a team and provide input to solution
- Communicate efficiently with vendors and escort them around a facility and engage the vendor regarding the purpose of their visit.
- Work with functional support teams to assist customers and drive speedy resolutions.
**Required & Technical Skills**
- Ability to provide "smart-hands" support computer rooms, IDF’s, MDF’s and physical equipment such as servers, switches, routers, printers.
- PC / Laptop installation, configuration(imaging) and problem resolution
- IMAC Request fulfilment
- Printer/Scanners installation coordination, and vendor interaction
- Phone & Mobile devices installation configuration and break fix.
- Level 2/3 support for PC, Printer, Scanner, Phone (Remotely unresolvable by Service Desk)
- Snow queue management (review queue, self-assignment of tickets, assign tickets, ticket closures)
- Mounting & Un-mounting Hardware’s in data center (Switch, Routers, Servers, etc..)
- Maintain IDF/MDF daily health checks and maintaining data center health check list register
- Ability to manage multiple assignments, has good judgment, and prioritizes projects and time optimally
- Ability to identify new tasks that need to be performed for support or operations and work with management for execution
- Software installation at PC level and Server level
- Read, Write and Speak local language.
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