Beschreibung
o Deskside Engineer, which includes, but is not limited to the following:
o The Senior Deskside Engineer will be able to complete all activities as described in the Deskside Engineer description, in addition to the following:
o 3-5 years of technical experience desktop support or system administrator role or experience
o Recent experience with hands-on Desktop Support and System Administration.
o Advanced Hardware and software troubleshooting skills.
o Capable to provide best effort support for non-standard devices.
o Knowledge of and experience troubleshooting/supporting Windows platform 10 (32bit & 64bit), O365, OneDrive, Exchange 2016, and SharePoint Online.
o Knowledge of and experience troubleshooting/supporting mobile devices, IOS, Air Watch, Mobile Device Management (MDM) Console, and Intune.
o Knowledge on ticket management per Company guidelines.
o Knowledge of the concepts and policy controls of Active Directory.
o Knowledge of ServiceNow and ISO/ITIL processes and documentation standards a plus.
o Ability to communicate technical concepts in layman’s terms.
o Ability to communicate with other support groups and vendors to provide seamless support to customers.
o Ability to differentiate between personal computing device problems versus room technology problems.
o Identify the root cause of reported incidents and perform work around as appropriate
o Experience of supporting as many of the following as possible: Windows 7 and 10, MS Office , Skype for Business, Microsoft Teams, VOIP, PC/Laptop builds, OS configuration, AD administration, hardware repair, and mobile device management (such as Microsoft Intune).
o Incident, Service Request, Change management process, Remedy , Service Now tool knowledge.