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    Deskside Support Engineer - San Jose, United States - UST

    UST
    UST San Jose, United States

    1 week ago

    Default job background
    Technology / Internet
    Description

    Deskside Support Engineer

    The Deskside Support Engineer (DSE) ensures that client employees remain productive by providing on-site support for hardware, software, applications, installations and mobile devices while ensuring a positive employee experience. They will act as the "face of IT" for the client and offer a personalized experience to the client end-user. They can build upon a positive culture at the client location and are well versed and educated advocates of improving the end-user's IT support experience. To build a quality end-user experience, the DSE partners with client management and their vendors daily.

    Primary responsibilities:

    · End-user facing expertise in providing support for hardware and software issues within end-user computer systems (MAC 70% and PC 30%) to include desktops, laptops, printers and mobile apps

    · Advanced knowledge and training in configuration, installation and troubleshooting desktops (MAC and PC), laptops, printers and mobile applications

    · Responds to end-user product related questions for all supported hardware, software and applications

    · Understands and maintains/outperforms service levels established

    · Analyzes problems to identify problem area(s) and provide corrective action, recommending solutions to client application and account related issues

    · Understands working on ServiceNow ticketing tool.

    . Provide technical training and support to team members as required.

    Additional Knowledge & Skills:

    · Maintain all necessary certifications to perform required responsibilities in support of specific computer networks, hardware, software and applications being supported

    · A+ and Network+ Preferred at minimum

    · Basic knowledge of networking, Airwatch, SCCM and Cisco routers and switches

    · The ability to multi-task and handle ever changing priorities

    · Willingness to learn new skills and work outside of your comfort zone with the end-user community

    · Ability to manage individual tasks that may require cross departmental communication and collaboration

    Minimum Requirements:

    Experience in a customer facing deskside support/end user computing role

    · Bachelor's Degree in Management Information Systems or Information Technology or equivalent experience required

    · Must have excellent communication skills, positive attitude and be engaging with end-users

    · Must be flexible and able to work various shifts to include weekends if needed (not expected)

    · Experience with MAC, Microsoft OS and Microsoft Office applications

    · Experience with problem solving in a support-oriented environment

    · Exceptional soft skills and troubleshooting skills

    · Team player, good communicator, self-directed work style and ability to multi-task

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