The Senior Desktop Engineer will support our client's employees, providing remote support and white glove treatment.
Responsibilities
- Manage end-user technology projects, such as migrations, deployments and introducing new technology solutions
- Analyze, troubleshoot and solve technology issues (both remotely and on-site) received via email, phone and in-person
- Provide administration for various technology platforms in mobility, messaging, collaboration or unified communication spaces
- Test and deploy hardware and software solutions
- Provide best-in-class, white-glove customer service over the phone/email and in person
- Proactively reach out to customers about their technology needs and address issues before they occur
- Follow up with customers to ensure their technology needs are being met and issues are resolved
- Update and maintain technology knowledgebase with customer-facing content as well as internal troubleshooting content
- Track and thoroughly detail technology issues through ticketing system
- Identify issues, propose solutions and test new technologies or process changes
Requirements
- Proven experience as a Senior Desktop Engineer troubleshooting complex technical problems
- Experience administering Exchange, Active Directory, Group Policy
- Strong experience troubleshooting complex Windows 10 operating system issues
- Experience using PowerShell for scripting and automation
- Experience administering VDI (such as VMware Horizon), MDM (such as MobileIron) and MFA platforms
- Experience building AV/video conferencing solutions, telephony systems, messaging platforms or collaboration tools
- Ability to quickly diagnose and resolve technical issues and to eliminate those repetitive issues both on-site and remotely
- End user-focused, excellent communication skills, and best-in-class customer support
- Proven excellence in customer service, interpersonal, customer-facing skills
- Strong listening and problem solving skills
- BSc/BA in IT, Computer Science or relevant field