Job Title:
Professional I, IT Operations- BilingualJob Description
The IT Senior Support Engineer provides end user support across the organization’s desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software, and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities.Key Duties and Responsibilities
• Build and support Windows and iOS workstations and laptops including image builds, testing, deployment, patches as well as ongoing maintenance.
• Install, configure and support all desktop applications (such as MS Office, Office365, Outlook, Teams, One Drive, softphones, HDD to HDD Imaging / Ghosting, printer, scanner, bio metric, data encryption, VPN, WIFI configuration, and firmware updates for deskside equipment such as Cisco & Avaya phones)
• Install and support encryption software on all workstations.
• Support and maintain user account information including rights, security and systems groups.
• Diagnosis, repair and/replace hardware such as motherboards, SMPS, RAM, laptop LCD and HDD
• Install and support Avaya hard phone, video conferencing equipment, etc.
• Resolve tickets within prescribed SLAs.
• Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment.
• Escalate issues and involve management and experts wherever required to resolve issues as quickly as possible with a sharp focus on maintaining SLAs.
• Exercise discretion and judgment on matters related to ticket priority, on premises network/WIFI stability, and similar matters related to customer satisfaction on a regular basis
• Use diagnostic tools to analyze, troubleshoot and resolve problems associated with network connectivity and/or workstation hardware/software.
• Use tools and methodologies to load, copy and customize operating system configurations for deployment.
• Provide support in testing and failover of the business continuity plan
• Perform basic troubleshooting of phone issues and assist the telephony team as needed
• Setup and maintain training rooms as needed.
• Track hardware and software inventory; escalate issues to manager as needed
• Coach end users on basic software, hardware and peripheral device operation
• Proactively suggest modifications and additions to desktop standards and guidelines
• Arrange and/or prepare equipment for shipping/receiving
Qualifications and Experience Required
• 1-3 years supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
• CompTIA A+/ Network+/Server+, MCSA/MCSE and/or CCNA or similar certifications required. Bachelor’s degree/diploma in Computer Science preferred.
• Proven problem management, incident management, customer/client management, change management, RCA, and ticket analysis experience.
• Strong technical knowledge of desktop/laptop hardware and software applications
• Proficient in current protocols, operating systems and standards including Windows 10, 11, iOSx, and Open-Source Initiative
• Demonstrable experience using desktop management tools such as SCCM, WDS, WSUS, LanDesk, Bigfix or equivalent is preferred
• Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices
• Demonstrable experience in ticket resolution using industry leading ticketing systems and ITIL based framework.
• Experience managing Active Directory at the Organization Unit level
• Experience supporting VOIP-enabled contact center preferred
• Flexibility to work overtime as needed
Location:
Dominican Republic- San IsidroLanguage Requirements:
Time Type:
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