IT Support - Onsite Support EUC Engineer

Sky Systems, Inc. (SkySys); Rueil-Malmaison; Sur place; EUR 40 000 - 55 000; Plein temps

Résumé du poste

Sky Systems, Inc. (SkySys) is seeking an EUC onsite support engineer to deliver high-quality end-user computing support for office staff on site in Rueil-Malmaison, France.

You will resolve incidents, perform IMAC requests, and help maintain ITIL-aligned service delivery. Responsibilities include deploying OS images with SCCM/Intune, supporting Microsoft 365, managing assets, and assisting with conference room AV via MTR.

Qualifications

• Basic experience in IT industry.
• Good understanding of ITIL and ServiceNow.
• Experience with OS/peripherals troubleshooting and asset/inventory management.
• Ability to manage tickets and SLAs.
• Experience with SCCM deployment and Intune Autopilot.
• Experience supporting mobile devices (iPhone, iPad, Android).

Responsabilités

• Handle end-user incidents and IMAC requests using ServiceNow.
• Perform hardware/software installations and deployments with SCCM/Intune.
• Image deployment and asset management; ensure inventory accuracy.
• Support MTR video conferencing and conference room AV.
• Coordinate with hardware vendors for replacements.
• Ensure tickets meet SLA and communicate with users.

Connaissances

IT support

Ticketing

Customer service

SLA adherence

Independent work

Outils

SCCM

Intune

AutoPilot

ServiceNow

MFA

MTR

Windows 10

Office 365

Description du poste

Job PurposeThe EUC onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

Operation Roles and Responsibilities

Technologies: Microsoft Intune, Zoom Meeting Rooms, Microsoft Office 2010, office 365 products -Windows 10 desktops, laptops, printers, networked copiers, Mobile Iron, NIC's, basic LAN/WAN connectivity, network cable patching, Hands & feet support to Rack and stack activities.

IT Tools - SCCM OS deployment, Intune Autopilot OS deployment, Microsoft MFA, Service NOW Ticketing tool (Incident, Service Requests, Asset management)

• Basic experience in IT industry
• Good Understanding of ITIL concept & Service Now
• Computer OS/Peripherals troubleshooting. Asset/Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware/Software installation (understanding of deployment tools like SCCM)
• Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• Laptop AV/endpoint security Management for Mcafee, Cortex XDR.
• Refresh of old asset from windows 7 to windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware/spare replacement
• Support Queue Management to avoid and SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escal… to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.