Desktop EUC L1

Iron Systems, Inc; Boston (MA); On-site; USD 42,000 - 61,000; Full time

Job summary

Iron Systems, Inc. is seeking an onsite IT support specialist to provide end-user assistance, troubleshoot PCs, and manage incidents within SLA. You will configure images, support AV/meeting room tech, and assist with printers, mobile devices, and data backup tasks.

Ideal candidates will have strong customer-facing skills, autonomy, and the ability to work unsupervised in a fast-paced environment. Proactive relationship-building and adherence to standards are essential.

Qualifications

• Must have experience using a Call Logging system.
• Good working knowledge of Windows 7/10 and related Office applications.
• Experience with MACs would be beneficial.
• Familiarity with current and legacy hardware and SCCM.

Responsibilities

• Provide onsite and desk-side support to end users.
• Troubleshoot PC related problems as directed by CLIENT level 2 or SPOC.
• Complete incidents and requests within SLA in a pressurized environment.
• Build, configure and troubleshoot Install “Gold” images on PCs and laptops.
• Ensure tickets are updated daily and document actions taken.
• Support meeting rooms and video conferencing.
• Support printers, scanners and other peripherals.
• Support mobile devices (iPads, iPhones, Android).
• Perform end-user data backups/restoration as needed during incidents.
• Provide data center smart hands support per SLAs at designated sites.
• Assist in troubleshooting data center devices as directed by CLIENT Tech.

Skills

Customer facing

Proactive thinking

Relationship building

Autonomy

Organizational skills

Education

CompTIA certifications (A+/Network+)

Microsoft certifications (MCP/MCITP/MCSE)

Tools

Call Logging system

Microsoft SCCM

Windows 7/10

Macs experience

Office applications

Job description

• Provide onsite and desk side support services to end users.
• Troubleshoot PC related problems at the direction of CLIENT level 2 or SPOC.
• Complete incidents and requests within SLA in pressurized environment.
• Build, configure and troubleshoot Install “Gold” image on Customer PC and laptop applications and hardware components.
• Ensure tickets are updated on a daily basis.
• Support meeting room environments and video conferencing.
• Support printers, scanners and other peripherals.
• Support mobile devices, such as iPads, iPhones and Android devices.
• End-User Data back-up and restoration when required in the course of a service incident.
• Smart hands support for data center equipment as per required SLA (in specified locations)
• As directed by CLIENT Tech, support will assist in troubleshooting the data center devices
• Replace defective components cards in data center equipment’s as advised by CLIENT Tech Support, e.g., Remove a module and replace it, reconnecting patch cables. Daily tape change in support of local Backup Routine in required sites
• Import /Export tapes to the tape libraries as advised by CLIENT tech support.
  
  
• Individual must have good customer facing skills and be well presented.
• Demonstrates independent and pro-active thinking
• Builds effective relationships both within the team and across the business and Professional Services
• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
• Must be able to work alone and unsupervised, taking the initiative when necessary.
• Must be organized and prioritize work appropriately.
  
  

Key Responsibilities

• Provide onsite and desk side support services to end users.
• Troubleshoot PC related problems at the direction of CLIENT level 2 or SPOC.
• Complete incidents and requests within SLA in pressurized environment.
• Build, configure and troubleshoot Install “Gold” image on Customer PC and laptop applications and hardware components.
• Ensure tickets are updated on a daily basis.
• Support meeting room environments and video conferencing.
• Support printers, scanners and other peripherals.
• Support mobile devices, such as iPads, iPhones and Android devices.
• End-User Data back-up and restoration when required in the course of a service incident.
• Smart hands support for data center equipment as per required SLA (in specified locations)
• As directed by CLIENT Tech, support will assist in troubleshooting the data center devices
• Replace defective components cards in data center equipment’s as advised by CLIENT Tech Support, e.g., Remove a module and replace it, reconnecting patch cables. Daily tape change in support of local Backup Routine in required sites
• Import /Export tapes to the tape libraries as advised by CLIENT tech support.
  
  

Behavioral skills Required:

• Individual must have good customer facing skills and be well presented.
• Demonstrates independent and pro-active thinking
• Builds effective relationships both within the team and across the business and Professional Services
• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
• Must be able to work alone and unsupervised, taking the initiative when necessary.
• Must be organized and prioritize work appropriately.
  
  

Technical skills & Experience Required:

• Must have experience of using a Call Logging system.
• Must have good working knowledge of Windows 7/10 and related Office applications.
• Support experience of MACs would be beneficial
• Knowledge of mobile devices, in particular Androids and iPhones
• Working knowledge of current and legacy hardware platforms. Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components.
• Familiarity with Microsoft SCCM.
• Ability to replace defective parts, as identified by CLIENT.
• Excellent hands on experience in installation and troubleshooting DC equipment's Rack and Stack of the DC equipment/cable
• Excellent communication are mandatory in English and Local language
• Desired Educational Requirements:
• Completion of CompTIA certifications – e.g. A+, Network+, etc
• Completion (or near completion) of Microsoft certifications – e.g. MCP, MCITP, MCSE etc
• Ability to lift 30 lbs
• Ability to move boxes/computers within the office building environment