Desktop Support Engineer

Navsan; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a skilled IT Support Specialist to manage desktop environments and ensure client satisfaction. The ideal candidate will have extensive experience in desktop management and be proficient in Office365 and Azure. Responsibilities include troubleshooting, managing assets, and supporting project work. The role may require working overtime and on weekends during critical projects or system outages.

Qualifications

• 5-7 years of desktop management experience in an SLA-bound environment.
• Experience as an administrator on O365 and Azure Admin Center.

Responsibilities

• Respond to customer inquiries and resolve software problems.
• Manage hardware and software assets and support project work.
• Identify and escalate technical problems.

Skills

Client Service

Communication

Project Management

Troubleshooting

Networking

Education

Bachelor's degree in Engineering

Bachelor's degree in Computer Science

Tools

Office365

Azure Admin Center

Lotus Notes

Intune

Job description

Essential Functions of the Job:

1. Under limited supervision, respond to customers' inquiries concerning support requests and problem resolution.
2. Resolve software problems and/or identify and escalate hardware problems reported to the team.
3. Identify sources and trends of technical problems to prevent future occurrences.
4. Follow up on specific inquiries or requests to ensure client satisfaction.
5. Manage and keep track of hardware and software assets.
6. Support & execute project work assigned from time to time.

Analytical/Decision Making Responsibilities:

1. Ability to identify potential points of failure, areas for improvement, and pain points and bottlenecks.
2. Make recommendations to the team lead regarding process changes and drive implementation based on business and product needs.
3. Proven ability to coordinate resolution of issues on a subarea, area, or global basis.
4. Capable of managing small to midsize projects.
5. Ability to effectively communicate with other groups in IT Services, business practice representatives, and outside vendors.

Knowledge and Skills Requirements:

1. Mandatory Technical Skills:
   • Windows Desktop OS - Windows 10
   • Advanced troubleshooting skills of Lotus Notes, Office365 products, browsers, Windows and Apple operating systems.
   • Networking - TCP/IP, VPN (Configuration of Client, Client Troubleshooting), MAC OS.
   • Working knowledge of Anti-Virus and remote management tools such as Intune.
   • Level 2/3 expertise in setting up resources in Office365 (Exchange/Teams), SharePoint & Azure Admin Center.
2. Other Skills:
   • Strong interpersonal, client service, communication, organization, and project management skills.
   • Ability to work under pressure and react appropriately in crisis situations.
   • Sufficient knowledge of IT operations, responsibilities, workflows, and procedures to resolve most inquiries independently.
   • Ability to work effectively with clients, management, and staff.
   • Ability to fully document processes and fixes.
   • Proficiency in reading, writing, speaking, and understanding English.

Other Requirements:

1. Overtime may be required during projects or increased workload periods.
2. Work may be required at night or on weekends to support projects or system outages/emergencies.
3. Rotational shifts as per requirements.
4. While currently remote, office availability may be needed based on work requirements as determined by the company.

Job Requirements:

1. Education: Bachelor's degree in Engineering, Computer Science, or a related discipline.
2. Experience: Approximately 5-7 years of desktop management experience; experience working in an SLA-bound environment; experience as an administrator on O365 and Azure Admin Center (setup tasks); extensive knowledge of IT operations.
3. Certification Requirements: ITIL v3 Foundation (mandatory); any entry-level cloud certification (preferred).