Desktop Support Engineer

Yochana; Cleveland (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

Yochana IT Solutions Inc. is seeking an Infrastructure Operations Engineer (Field Support Engineer) with 2–5 years of experience in an enterprise environment in Cleveland, OH.

The role focuses on diagnosing and resolving desktop and laptop issues, deploying software remotely, and proactively detecting problems using monitoring tools to minimize end-user disruption. You will maintain end-user computing proficiency on Windows, document resolutions, and contribute to knowledge bases while staying

Qualifications

• Advanced troubleshooting skills for Windows-based end-user computing.
• Experience with ticketing systems (e.g., ServiceNow).
• Proficiency with Google Cloud Infrastructure and deployment models.
• Knowledge of AD, SCCM, DNS, VoIP components & call flows, and VPN.
• Effective communication and customer service skills.
• Collaborative team player.
• Analytical thinking and problem-solving abilities.
• Proactive system monitoring and issue detection capabilities.
• Familiarity with remote troubleshooting techniques and remote desktop tools.

Responsibilities

• Diagnose and resolve desktop and laptop issues remotely with minimal user disruption.
• Perform PC and laptop imaging, installation, and repair.
• Deploy software remotely using established tools and processes.
• Use monitoring tools to identify and address potential issues proactively.
• Collaborate to develop knowledge base systems for efficient support.
• Provide technical training and support to end users as needed.
• Maintain accurate records of support requests and resolutions in ticketing systems.
• Identify opportunities for process standardization and improvement.
• Stay updated on cybersecurity best practices and ensure compliance.
• Work independently and manage multiple tasks under pressure.

Skills

Windows end-user computing

ServiceNow

Google Cloud Infrastructure

AD / SCCM / DNS / VPN / VoIP

Communication

Team collaboration

Analytical thinking

Proactive monitoring

Remote troubleshooting

Tools

ServiceNow

Remote desktop tools

Diagnostic software

SCCM

Job description

Job Title: Infrastructure Operations Engineer (Field Support Engineer)

Type: FTE

Job Summary:

We are seeking a skilled Infrastructure Operations Engineer with 2-5 years of experience in an enterprise environment. The ideal candidate will have a strong background in diagnosing desktop and laptop issues, remote software deployment, and utilizing monitoring tools to proactively detect and resolve issues. This role requires excellent troubleshooting skills, a commitment to providing exceptional customer service, and a solid understanding of end-user computing for Windows.

Responsibilities:

• Diagnose and resolve desktop and laptop issues remotely, ensuring minimal disruption to end users.
• Perform PC and laptop imaging, installation, and repair as needed.
• Deploy software remotely using established tools and processes.
• Utilize monitoring tools to identify and address potential issues before they impact users.
• Collaborate with team members to develop and implement knowledge base systems for improved support efficiency.
• Provide technical training and support to end users as required.
• Maintain accurate records of support requests and resolutions using ticketing systems.
• Identify opportunities for process standardization and improvement.
• Stay updated on cybersecurity best practices and ensure compliance in all support activities.
• Work independently and manage multiple tasks effectively under pressure.

Mandatory Skills:

• Advanced troubleshooting skills for Windows-based end-user computing.
• Experience with ticketing systems (e.g., ServiceNow).
• Proficiency in Google Cloud Infrastructure, including understanding cloud services and deployment models.
• Knowledge of Active Directory (AD), SCCM configuration and customization, DNS, VoIP Functionality of Components & call Flows, and VPN.
• Effective communication and customer service skills.
• Collaboration in a team environment.
• Analytical Thinking and problem-solving abilities.
• Proactive system monitoring and issue detection skills.
• Familiarity with remote troubleshooting techniques, including remote desktop tools and diagnostic software.