IT Support - Onsite Support EUC Engineer

Sky Systems, Inc. (SkySys); Rueil-Malmaison; Presencial; EUR 35.000 - 48.000; Jornada completa

Descripción de la vacante

Sky Systems, Inc. (SkySys) in Île-de-France seeks an EUC onsite support engineer to deliver high-quality user computing support for office staff, troubleshooting incidents and requests on Windows 10 laptops and desktops.

You will work with ITIL processes, ServiceNow ticketing, SCCM/Intune deployment and AV support for meeting rooms, ensuring SLA targets and close collaboration with server and networking teams.

Formación

• Basic IT industry experience.
• Good understanding of ITIL concept & ServiceNow.
• Computer OS/Peripherals troubleshooting; Asset/Inventory Management.
• Ensure tickets are updated on time and adhere to SLA.
• Handling end users' incidents and IMAC requests using ServiceNow.
• Performing hardware/software installation (deployment tools like SCCM).
• Basic AV support for conference rooms using MTR.
• Image deployment using SCCM & Auto Pilot.
• Laptop AV/endpoint security management (McAfee, Cortex XDR).
• Refresh of old asset from Windows 7 to Windows 10.
• MTR video conference support for meetings.
• Vendor coordination for hardware/spare replacement.
• Ticket queue management to meet SLA.
• Independent and team work.
• Communicate well with internal and external contacts.
• Support for internal IT teams and business partners; collaborate with Server/Networking teams.
• End-to-end IMAC activities including packaging/delivery and inventory updates.
• Experience supporting mobile devices (iPhone/iPad/Android).
• Escalate to vendors per Help Desk processes when needed.
• Ownership of user issues and timely resolution.
• Deployments and upgrades of laptops/workstations.

Responsabilidades

• Provide high-quality support for End User Computing devices.
• Resolve incidents, problems, and requests to meet customer expectations.
• Collaborate with Server and Networking teams to maintain IT operations.

Conocimientos

ITIL & ServiceNow

Incident management

OS/Peripherals troubleshooting

SLA adherence

IMAC requests handling

SCCM

Intune/Autopilot

AV support (MTR)

Asset/Inventory management

End-user communication

Vendor coordination

Teamwork and independence

Herramientas

SCCM OS deployment

Intune Autopilot OS deployment

Microsoft MFA

ServiceNow ticketing

MTR (Microsoft Teams Rooms)

McAfee endpoint security

Cortex XDR

Descripción del empleo

Job Purpose

The 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, elevate 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.