System Engineer IT
hace 2 días
The System Engineer IT - End User Services position will work closely with Tier 1, 2 and 3 support teams to ensure that Gates users receive assistance with their IT needs and requests. This includes assisting the IT Service Desk with Knowledgebase solutions, working with users to define needs, and escalating urgent issues with the appropriate support teams.
The System Engineer IT - End User Services position reports to the Sr. IT Manager - End User Services. Responsible to assist users and IT teams in the resolution of issues and to function as a liaison between business and IT functions.
**What You'll Do**
- Provide technical advice, guidance and informal training to customers using hardware and software programs.
- Troubleshoot and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
- Perform root cause analysis and develop checklists for typical problems.
- Recommend procedures and controls for problem prevention.
- Maintains knowledge database and call tracking database to enhance quality of problem resolution.
- Work in a team setting, sharing information and assisting others with calls.
- Document solutions to problems and develop end-user guidelines.
- Provide on-site training to users.
- Evaluate, maintain, modify, and document support needs and procedures.
- Participate in the testing and evaluation of new desktop software and hardware.
- Consult with and makes recommendations to IT users on selection of hardware and software products to address business requirements.
- Align to corporate IT standards and strategies
**Minimum Qualifications**
- 3 to 5 years of IT work experience, supporting and maintaining IT infrastructure technologies and end users
- Bachelor's Degree in Computer Science, Information Systems, or another related field.
- Good interpersonal, written and oral, communication skills, and ability to communicate in both technical and non-technical language with all levels of staff and management
- Ability to identify requirements/needs, assess solutions and provide recommendations
- Ability to work in a collaborative environment and influence others
- Solid knowledge in Windows client operating systems, Microsoft 365, SCCM/Intune, desktop environment, collaboration tools and security tools
- Highly passionate and self-motivated
**Preferred Qualifications**
- Experience in a manufacturing environment.
- Proven experience in problem-solving based on ITIL practices, receiving mínimal guidance on IT process development issues by analyzing possible solutions, using experience, judgment and precedents.
- Experience with development and automation of IT processes
- Experience in areas such as Project Management and ITIL
**Compensation**: $
**About You**
- Analytical and results oriented
- Enthusiastic and dynamic with positive service attitude
- Willing to lean from others and share knowledge among the team
- Ability to work and thrive in a highly collaborative, and dynamic environment
- Good level of written and oral communication skills in English
- Passionate about continuous learning and certification in industry best practices
- Have extreme confidentiality
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