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End User Support Engineer

End User Support Engineer

Job ID:  502
Department:  IT Support
Category:  IT Support
Location: 

Houston, US

Employment Type:  Permanent
Description: 

Role Summary:

We are seeking someone with a high level of technical expertise to work within the IT Support team and be a key point of contact for the End User global community. You will be required to support the activities of desktop services on a 24/7 basis and will work with the regional IT and business teams to support the desktop environment.

 

Additionally, the person in this role will provide local hands-on desktop support as well as facilitate walk-up support needs for the local team. This role may require work to be completed outside of the standard office hours and may also require travel through Global Clarksons offices when required (subject to COVID-19).

 

What you will be doing:

  • Act as the 1st point of contact for user incidents & service requests.
  • Initial triage of incidents & assignment in ITSM tool.
  • Resolution of user incidents & service requests through the Clarkson’s desktop estate.
  • Take ownership of service incidents/requests and liaising with other IT teams to resolve and manage user expectations.
  • Create and maintain accurate and concise ticket updates/knowledgebase documentation within ServiceNow. 
  • Maintain and oversee installation, configuration, maintenance and troubleshooting of end user hardware and software.
  • Work with the Team Lead to own and identify trends, support experiences and spot potential problems.
  • Educate colleagues on best practise, adoption and utilisation of technology, applications, and services.
  • Improve and iterate on service support provision to the office.
  • Forge strong relationships between Support and infrastructure, ensuring a complete support and service wrapper is provided over the NASA region with ownership accordingly.
  • Provide reporting and measured information around support experiences, ticket management.
  • To fulfil any additional / ad hoc duties as required to meet the needs of the business.

 

 

What we are looking for:

Experience & Knowledge:

  • Strong experience working in a technical support role.
  • Ability to demonstrate excellent problem-solving skills and to own a problem and resolve it.
  • Experience and the ability to handle a constantly changing flow of support calls and walk up technical assistance. 
  • Able to multitask effectively during busy times and remain professional and patient during stressful situations.
  • Expert support knowledge of all products within the Microsoft Office 365 suite, Productivity, and collaboration applications such as Teams, SharePoint, OneDrive, and Exchange.
  • Expert experience of Active Directory administration, including user maintenance, configuring PCs and groups.
  • Excellent knowledge of desktop provision through VMware for desktop consumption and application delivery.
  • Knowledge of key ITIL service processes including Incident Management, Change, Knowledge. Asset and Problem management.
  • Hands on knowledge of vulnerability management techniques and solutions.
  • High level of knowledge of Active Directory administration including user, object, and group management.
  • A proven team player who can work within a framework of procedure and policies.
  • Be able to provide technical support over the telephone, Chat, or face to face.
  • Excellent communication skills, able to confidently liaise with people at all levels.
  • Self-motivated with the desire to carry out on-the-job training and continuous personal development.
  • A professional manner with a strong work ethic. 
  • Passionate and driven to provide better and more improved services with a strong focus on reliability and excellence.
  • Experience of supporting and working within a regulated environment.

 

 

Skills:

  • Active Directory, Exchange (both on-perm & O365), ServiceNow ITSM tool experience
  • VMware
  • MS Office standard workloads (EO, EoP, Office, PowerPoint)
  • ITIL Foundation certification (Minimum V3)
  • Apple hardware & OS
  • HP Hardware
  • PowerShell
  • ServiceNow ITSM tool experience
  • Multi Factor Auth setup (MS MFA, DUO)
  • MS Intune, MDM, and MAM
  • Collaboration tooling such as Team Viewer and MS Teams
  • CUCM
  • Antivirus technologies such as Cisco Amp
  • Windows technologies - O365 and productivity tooling
  • MS office 365 productivity workloads (Stream, Forms, flow etc)
  • Windows 10