IT Support Engineer

 The role 

• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot Macintosh and Windows end-user workstations, related hardware and software in order to deliver required desktop service levels.
• Assess the need for and implement performance upgrades to end user workstations, including the installation of these upgrades (for example memory).
• Collaborate with tier 3 support teams in Hitachi Vantara, Network / System administrators & Engineering.
• Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
• Work with the companys helpdesk on assigned problem/IMAC tickets.
• Answer to and perform IMAC requests as they are submitted through the service desk.
• Deploy software through SCCM, Microsoft Intune and JAMF.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Interface with third-party support and equipment vendors.
• Configure and maintain collaboration meeting rooms.
• Support mobile devices like phones and tablets (Android, Windows, Apple)
• Asset management.

What youll bring 

Qualifications/Experience 

• Degree in information technology, or related field (or equivalent experience).
• IT Desktop Support experience. (Depends on (junior / mid or senior role)
• Fluency in English (verbal/written) is required.
• Experience in Windows OS and Macintosh. (Depends on (junior / mid or senior role)
• Technical skills in supporting x86/x64 hardware platforms, ARM platforms (M1 chip Apple).
• Ability to quickly trouble-shoot and resolve problems.
• Experience working in an Active Directory environment including SCCM. (Depends on (junior / mid or senior role)
• Experience with desktop virtualization (e.g. Xen) preferred but not required.
• Concentrated focus on defect reduction and quality of services.
• Excellent customer relations and customer support skills.
• Experience working in a team-oriented, global, collaborative environment
• Prepared to travel to other countries as well