Hi Business partner, Hope you are doing great! Please find below mentioned job description and revert back with the updated resume to [email protected]
*Position:Service (Help) Desk Engineer* *Location: Lauderdale FL (Locals preferred)* *Duration: **6+ Months (extension or perm likely)* *MUST have engineering and Tier 3 expertise, Windows, Citrix, MAC/PC, mobile* *Job Summary:* We are seeking a qualifiedService DeskEngineer (SDE) – Tier 3 with at least 5 years of hands on technical support experience in a Windows and Mac enterprise. The SDE – Tier 3 will be a hands-on senior member of a technical team responsible for companywide desktop, laptops, tablet devices, and application support including Windows and Mac operating systems. Position will serve as point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. The qualified candidate will receive escalated technical incidents from Tier 2 team members and provide end-user assistance where required. This position requires in-depth analytical, tactical analysis, problem solving, and troubleshooting skills for remote and enterprise technical support. This is an internal customer facing role and requires excellent prioritization, responsiveness, and customer service, along with excellent verbal and written communication skills. This position provides third level support from the Information Technology Service Desk for more than 22,000+ end users and devices in the headquarters and dealer locations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide in-person, hands-on help at the client-side level. *Reports To: IT Service Desk Manager* Essential Duties and Responsibilities: (other duties may be assigned) • Demonstrate working knowledge of Service Desk operations and IT Service Management fundamentals. • Escalate unknown or out of scope incidents/requests to appropriate support teams. • Ability to assistand at times work independently with Client Architecture (CA)to perform routine tasks and projects, such as: user account management, patching, packaging, etc. • Tier III support with in-depth knowledge of desktop/application troubleshooting. • Install and configure desktop software utilizing remote tools. • Manage individual incident queue and resolve 90% – 95% escalated incidentswithin SLA. • Serve as a technical liaison with external and internal project teams. • Assist in formulating and implementing procedures to improve IT service levels. • Perform accurate incident classification and categorization of reported incidents in the Service Desk ticketing system. • Advanced troubleshooting of Citrix, Windows 7, Microsoft Office (Office 365) and Apple products (OS 10.x, iPhone and iPad). • Collaborate with FSA Techs on IT related incidents and projects. • MAC’s “Moves, Adds, and Changes” Coordinate with facilities as necessary. • Adhere to all internal team policies and procedure, including, accurate timesheet documentation and vacation requests. • Test fixes to ensure problem has been adequately resolved. • Perform post-resolution with the customer issue and follow up requests within three days of permanently closing incident. • Responsible for escalating, within SLA, all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope. • Ability to be flexible in scheduled work hours (including weekends and holidays) depending on business need. • Alert management to recurring problems and patterns of problems. • Proactively determine fixes, document accordingly and effectively communicate the solutions to the appropriate support teams and team members. • Perform hardware and software installation and upgrades approved by management. *Required Qualifications/Skills:* • 5+ years’ experience in operating systems and enterprise systems integration. • Proficient in Windows 7 and MAC O/S and Office 365 support. • Strong knowledge of and experience with Active Directory structure. • Must possess excellent verbal and written communications skills. • Ability to work with minimal supervision. -- *Thanks & Regards* *Lucky Pawar* Sr Technical Recruiter *Integrated Technology Strategies, Inc.* Ph: 856-677-3043 [email protected] | www.itstrategiesinc.com Yahoo/Gtalk IM : laxmikanthpawar -- You received this message because you are subscribed to the Google Groups "US_IT.Groups" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at http://groups.google.com/group/us_itgroups. For more options, visit https://groups.google.com/d/optout.
