Desktop Support L3 Engineer VIP Support

Role Desktop Support L3 Engineer (VIP Support)

Location Scottsdale AZ

Duration: Contract

Job Description:

The successful candidate will have the opportunity to:

• Possess strong interpersonal and relationship building/relationship management skills.
• He will be working closely with VIP/Executives users and should have supporting MAC devices.
• Managing the DSS technician team along with IC role also strong Analytical skills.
• Follow standard Service Desk procedures.
• Provide courteous customer support to users through phone walk in and ticket requests.
• Log all interactions track and route issues and requests and document resolutions.
• Monitor all open tickets to ensure prompt closure and resolution.
• Identify and escalate situations requiring urgent attention.
• Escalate tier 2 and 3 issues to the appropriate team(s).
• Install configure maintain upgrade and troubleshoot a wide range of hardware and software used in the company.
• Research inquiries using available information resources.
• Advise users on appropriate action.
• Gather metrics on daily/weekly/monthly requests and work.
• Purchase new systems and accessories and log data into asset inventory system or appropriate records while managing local inventory of IT related equipment. Image new systems using automated technologies (such as SCCM etc.) and update with needed drivers and patches.
• Deploy and maintain smartphone fleet.
• Maintain loaner devices.
• Assist off site contractors with hardware maintenance.
• Travel between sites to provide support as needed. (locally and within the US).
• Install configure and support software. Data Center operation support. Provide assistance to other towers. Assist with acquired company integration.

Technical skills:

• Experience with IT infrastructure area support DSS Multiple Workstation OS (Window Mac) Multiple Mobile OS (Android iOS) Networking Printing Services etc.
• Experience with one or more of the following is a plus: Active Directory Group Policies SCCM IIS scripting server HW Systems Administration/System Engineer Microsoft certification.
• Familiarity with various computer cabling printers document scanners barcode scanners projection devices networking digital and analog telephony VoIP and other office technologies.

Soft skills (Competencies):

• Listening skills verbal communication skills customer service skills problemsolving skills teamwork skills.
• Ability to understand and speak the language of business. Selfmanagement skills.

Communication:

• Very good communication and customer related skills.
• Effectively interacts with both business and technical audiences at multiple levels including top executive managers Knowledge and Expertise Demonstrates deep understanding of relevant technology architecture processes and practices.