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Systems Engineer IV, EUC

2 months ago

Dallas, United States TXU Energy Full time

Job Summary

The System Engineer will assist clients by providing outstanding customer service for all End User Services. These team members will need to be highly energetic and personable, ready to solve the IT challenges, one problem at a time. Every business relies on IT systems in order to serve their customers, and by helping mentor, guide, and resolve daily issues.

Job Description

  • Manage technical support incidents, and provide functional support and assistance to a local and remote user base, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently.
  • Receive and respond to user inquiries, requests, and escalations via telephone, email, instant message, and case tracking system professionally with speed, accuracy and proficiency.
  • Drive to remote location to support the site by installing servers, networking equipment, and fulfill site specific technology needs.
  • Participate in a weekly Genius Bar / Depot Support team that provides local and remote breakfix solutions to the Enterprise.
  • Document activities and resolutions in ITSM solution.
  • Monitor ticketing system and email for notification and internal assistance requests.
  • Troubleshoot and resolve problems to satisfy requests.
  • Complete any necessary research and on the job training to resolve incidents in a timely and efficient manner.

Education, Experience, & Skills and Requirements

  • 3+ years of hardware or software support experience in a large enterprise desired
  • Knowledge of PC/MAC hardware, software, networking, Active Directory system administration tasks, and mobile devices
  • Basic to Intermediate knowledge or a scripting language, like powershell.
  • Knowledge of Microsoft Windows 10, Office 2016, mobile devices, imaging tools, software distribution tools (SCCM)
  • Intermediate knowledge of Microsoft Windows 10 to  Server 2012 R2
  • Experience working with IP networking and networking protocols
  • Experience supporting end user workstations
  • Strong Analytical, troubleshooting and problem solving skills
  • Experience gained through college degree programs and/or certifications is applicable to above skills

Key Metrics

  • Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions.
  • Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
  • Provide end user training in small group sessions as well as perform new employee mentoring
  • Participate and/or Lead in supporting IT requirements for events such as large conference/departmental meetings or company town halls

Read the full posting.