2nd Line Remote End User Support Engineer, Erskine

DXC Technology; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

Join a forward-thinking company as an iAction Engineer, where you will provide exceptional 2nd line technical support in a dynamic cloud environment. This role requires a blend of technical expertise and excellent customer service skills, making it ideal for those passionate about IT support. You will troubleshoot a variety of issues, from desktop hardware to software delivery, and work closely with a skilled team to ensure client satisfaction. If you are looking for a challenging yet rewarding opportunity to grow your career in IT, this position is perfect for you.

Qualifications

• 2-5 years of relevant experience in IT support roles.
• Bachelor's degree or equivalent work experience required.

Responsibilities

• Provide 2nd line technical support to clients and end users.
• Investigate, diagnose, and resolve customer incidents and problems.

Skills

Windows 10 / 11

Active Directory

Office 365

Customer Service skills

General understanding of related technologies

Education

Bachelor’s degree in Computer Science

Entry-level or intermediate certifications

Tools

SCCM

Citrix Xenapp

VMware

Microsoft Exchange

Microsoft InTune

Job description

Job Description:

iAction Engineer – Roles, Specification, and Responsibilities

This role provides a User Provisioned Desktop-based Operational Service & Support for multiple clients. The successful candidate will join a highly skilled team of Support engineers providing 2nd line technical support. The role requires a flexible working ethic, a pragmatic approach to IT Support, and a background in first/second line support. Good customer service and communication skills, along with methodical troubleshooting techniques, are essential.

This role will require some working from the DXC site in Erskine.

1. The team is responsible for providing Remote 2nd Line Support within a cloud environment of Windows Server 2003/2008 R2/7/10.
2. You will provide telephone technical support to end users, on-site engineers, and implementation teams where required.
3. The team investigates, diagnoses, and resolves incidents/problems experienced by customers, with incidents raised by the service desk.

Typical issues encountered include:

• Desktop/thin client hardware and software issues.
• Laptop hardware and software issues.
• WiFi, LTE, laptop, mobility support.
• Peripherals such as scanning devices and removable mass storage units.
• Using Active Directory to troubleshoot and resolve customer incidents.
• Using various Citrix tools related to user sessions.
• Resolving software delivery issues using SCCM.
• Applying knowledge base fixes to resolve incidents.
• Updating, maintaining, and administering the Knowledge Base.
• Passing relevant knowledge onto the service desk.
• Linking known problems and applying workaround fixes.

Education and Experience Required:

Bachelor’s degree in Computer Science, Engineering, Business, or a related field, or equivalent work experience. Typically 2-5 years of relevant experience. Entry-level or intermediate certifications are preferred.

Essential Knowledge and Skills:

• Windows 10 / 11
• Active Directory
• Office 365
• Solid understanding of supported technologies/hardware
• General understanding of related technologies
• Customer Service skills
• Willingness to undertake security vetting, including Disclosure Scotland/current BPSS clearance, with progress towards SC.
• UK nationality; dual nationals are not eligible to apply.

Desirable Skills, Knowledge, and Certifications:

• Citrix Xenapp and end-user support
• Microsoft/Citrix/VMWare certifications
• Appsense Management
• Other virtualization solutions (e.g., VMware)
• SCCM
• App-V
• Networking
• Microsoft Exchange
• Microsoft InTune
• VMWare Horizon

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