Desktop Support Engineer
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Job Title: Infrastructure Operations Engineer (Field Support Engineer)
Location: Cleveland, Ohio (Onsite)
Type: FTE
Job Summary:
We are seeking a skilled Infrastructure Operations Engineer with 2-5 years of experience in an enterprise environment. The ideal candidate will have a strong background in diagnosing desktop and laptop issues, remote software deployment, and utilizing monitoring tools to proactively detect and resolve issues. This role requires excellent troubleshooting skills, a commitment to providing exceptional customer service, and a solid understanding of end-user computing for Windows.
Responsibilities:
- Diagnose and resolve desktop and laptop issues remotely, ensuring minimal disruption to end users.
- Perform PC and laptop imaging, installation, and repair as needed.
- Deploy software remotely using established tools and processes.
- Utilize monitoring tools to identify and address potential issues before they impact users.
- Collaborate with team members to develop and implement knowledge base systems for improved support efficiency.
- Provide technical training and support to end users as required.
- Maintain accurate records of support requests and resolutions using ticketing systems.
- Identify opportunities for process standardization and improvement.
- Stay updated on cybersecurity best practices and ensure compliance in all support activities.
- Work independently and manage multiple tasks effectively under pressure.
Mandatory Skills:
- Advanced troubleshooting skills for Windows-based end-user computing.
- Experience with ticketing systems (e.g., ServiceNow).
- Proficiency in Google Cloud Infrastructure, including understanding cloud services and deployment models.
- Knowledge of Active Directory (AD), SCCM configuration and customization, DNS, VoIP Functionality of Components & call Flows, and VPN.
- Effective communication and customer service skills.
- Collaboration in a team environment.
- Analytical Thinking and problem-solving abilities.
- Proactive system monitoring and issue detection skills.
- Familiarity with remote troubleshooting techniques, including remote desktop tools and diagnostic software.
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