Network Engineer

Sybex Support Services Inc.; Clarksville (IN); On-site; USD 42,000 - 54,000; Full time

Job summary

Sybex Support Services Inc. in the United States is seeking an experienced Desktop Support Engineer (L1) to provide on-site and remote end-user support.

This full-time contract role requires strong knowledge of Windows and Mac environments, Active Directory, and VIP customer service. The engineer will diagnose, resolve, and document issues across hardware, software, and collaboration tools, including video conferencing and mobile devices.

Qualifications

• 2+ years of technical support in a hybrid Windows/MAC environment.
• Experience in a fast-paced environment supporting end users.
• Strong customer service and communication skills.
• Experience delivering VIP support.
• On-site and remote end-user support experience.

Responsibilities

• Provide on-site Windows/Mac end-user support and remote assistance.
• Diagnose and troubleshoot desktop, printer, and OS issues.
• Instruct users on hardware and software questions.
• Support video conferencing and mobile devices.
• Document issues and ensure timely resolution within SLA.
• Collaborate with IT Services and Service Desk.

Skills

A+ Certification

Active Directory

Desktop support

VIP support

Windows OS

Mac OS

Remote support

Virus/spyware removal

Excellent customer service

Tools

Remote Desktop

Apple Remote Desktop

VNC

Job description

We are currently looking for an experienced Desktop Support Engineer (L1) for our open position. The L1 Engineer will be required to work on site for this role and provide support to end users working on site or remotely.

This will be a full time contract position will 40 hours per week.

Job Requirements:

• A+ Certification or equivalent experience
• Good working knowledge of Active Directory
• 2+years'experienceprovidingtechnicalsupportinafastpacedandconstantlychangingenvironment up to executive management level.
• ExcellentcustomerserviceandcommunicationskillsincludingprovidingVIPsupport
• Experience supporting large Windows-basedenvironments to desktop level with emphasis on Win 7
• OS / office 2010 as well as Win 8 andO365
• Advanced knowledge of Microsoft Office suite of applications Support of End User for video conferencing units.
• Support of mobile device

Duties & Responsibilities:

• Provide support on Client Windows platform, for desktop/end user technologies, collaboration tools, and mobile technologies and printing, this includes the laptop/mobile devices all, video conferencing, network/remote access this positionworks collaboratively with the Service Desk for end user break/fix and other support functions.
• Duties shall include, but not be limited to:
• Diagnosing and troubleshooting desktop system,printer and operating problems
• Consulting and instructing users on hardware andsoftware questions/issues
• Collaborate with other IT Services Data Centerand Network Infrastructure teams
• Install, maintain and upgrade equipment and itsassociated infrastructure
• Runs diagnostic tests to isolate system problemsas well as proactive activities
• Operating Systems Windows, OS-X
• MS Office (Windows and knowledge of Mac)software
• Experience with Remote Support technologiessuch as Remote Desktop (Microsoft), Apple Remote Desktop, VNC
• Hands on experience removing viruses and spyware using various tools (Windows)
• Identifies, researches, and resolves technical problems including forming an RCA
• Responds to telephone calls, email, service tickets, and dispatched requests for technical support
• Documents, tracks and monitors the problem to ensure a timely resolution within an effected SLA window

Base Requirements

• Excellent written and verbal communication and customer service skills with proven ability towork in fast paced environments
• Commercial experience in an IT support technician role that includes 2 years of technical suppor experience in a hybrid Windows and MAC environment
• Experience in working with a helpdesk operation,to include Windows and Mac clients
• 2 years' Experience with mobile applications/products including: iPhone, iPad, and Android
• Platforms Expertise in iPad / iPhone
• Self-starter that is able to collaborate actively withothers in a cross-functional team
• Proven attention to detail and high standards for quality
• Excellent organizational/administrative/technicalskills with agility to re-prioritize as necessary
• Skilled in documenting written troubleshootingsteps and instructions
• Business professional attire