Customer Engineer (Desktop Support)

Visa status: U.S. Citizens and those authorized to work in the U.S. are encouraged to apply.
Tax Terms: W2, 1099
Corp-Corp or 3rd Parties: Yes
Who are we looking for?
Resource who can provide end user support services at two customer sites. Supported services include Desktop Support for both Windows and MAC, hardware break-fix repair, software break-fix/remediation, Installation, Move, Add, Change and Disposal (IMAC-D) and Lifecycle Refresh on end user hardware and software, Executive Support, Hands and Eyes Support for remote Server and Network teams, and Asset Management.
Technical Skills:

• WINDOWS
• MAC
• Deskside Support covering Software and Operating Systems for Example Encryption, anti-virus login scripts Active Directory, Group Policy Objects.
• IMACDs – Install, Move, Add, Change, De-install of hardware and software
  • Ad hoc (ongoing, run rate requests)
  • Refresh (managed or large scale deployment)
  • Project Management Office (PMO) services for client scheduling, etc. for refresh or other IMACD type of activity
• Hardware Break Fix Services for End User Devices
  • Desktops, Laptops, Tablets, Smartphones, Thin Clients, Printers, others
  • Client and other manufacturers
  • Direct the resolution for in warranty, out of warranty, enhanced service levels, Client and other manufacturers
• VIP Support
• Video Conferencing support
• Hands & Eyes Support – Provide support under the direction of another delivery unit
  • Servers, Storage, Networks, Telecom
  • Onsite Support for remote Data Center and Networks engineers
  • Swapping Uninterruptable Power Supply (UPS) units, rebooting servers, movement and relocation of telephone handset, verify network connectivity on various devices

• Asset management support
• Management of local stock of Personal Computers (PCs) or Infrastructure Technology (IT) accessories
• Small scale projects, for example:
  • Office moves
  • Set up of conference or training facilities
  • Support for roll-out of new standard image
• Support for preparation of training or demonstration facilities
• Operations Support for local UNIX and Windows (non-Datacenter) servers
• Operations Support for operational activities such as printing, batch processing

• Understanding and ability to support Service Level Agreements
• Ability to handle and close tickets using Service Manager 9 or similar ticketing system

• Familiarity with supporting end user clients in a large corporate environment required
• Ability to handle and prioritize multiple tickets/projects

• 7-10 years supporting Windows/MAC in a corporate environment
• Diploma in Computer Science – preferred