IT Support Engineer (Desktop Management Specialist – Infrastructure Services)

Key Responsibilities

• Desktop and Mobile Device Management: Install, configure, and maintain desktops, laptops, mobile devices, and associated peripherals. Schedule and manage desktop/laptop upgrades or refreshes, ensuring a seamless transition of user system settings, software, data, and peripheral configurations.
• Application and Printer Support: Provide comprehensive application support, coordinating with second-level teams when global application issues arise. Troubleshoot and support all types of printers, manage network configurations, install drivers, and coordinate with vendors for repair or replacement.
• Tech Assistance and Service Desk Operations: Offer onsite and remote technical support, responding to end-user requests and managing the ticket queue to meet defined service level agreements. Provide second-line technical support and manage incident and problem resolution using the Service Desk Tool, while adhering to ITIL processes and SLAs.
• Documentation and Standardization: Develop, update, and maintain standard configuration documentation, installation procedures, configuration guides, and operating procedures (e.g., KB/KEDB, SOPs). Coordinate with third-party vendors and Level 3 support groups to enhance service delivery, maintain, and upgrade IT infrastructure.
• Event and Disaster Recovery Support: Provide IT support for onsite or offsite events, including site setup and coordination with venue IT/AV contacts. Support disaster recovery efforts and respond promptly to emergency situations at local sites.
• Network and Directory Services: Assist in managing Active Directory (User/Group Management), DNS, Group Policy, networking, firewall configurations, and related technologies. Demonstrate a solid understanding of O365 and its related support activities.

Required Qualifications

• Experience: 4-7 years of experience in Desktop Management within Infrastructure Services. Strong understanding of PC hardware, software, operating systems (Windows 10/11, Android OS, Mac OS), directory services, printing, and applications.
• Technical Skills: Proven experience with desktop/laptop installation, configuration, and upgrade/refresh processes. Expertise in supporting network configurations, printer set-up, driver installations, and vendor coordination. Solid knowledge of basic LAN/WAN issues, Wi-Fi configuration, application software installations, and VOIP phone systems. Proficient with Active Directory, DNS, Group Policy, networking, firewall, and O365 support activities.
• Soft Skills: Excellent written and verbal communication skills. Strong interpersonal skills to effectively manage multiple stakeholders, including end users, senior management, IT teams, project teams, and vendors.