Specialist

2 weeks ago

Baltimore, United States HCL Technologies Ltd. Full time

Job Description (Posting). Job Title: End User Services Engineer (MAC & Windows)Department: Information TechnologyReporting To: Manager, End User ServicesPosition SummaryResponsible for providing 2nd line technical support,ensuring the desktop, software, network integrity and business systems functionality is maintained. Excellent Customer Service Skills Required; good communication (written and verbal) skills are essential as this role entails a lot of interaction with internal staff and senior management. Ability to think quickly and creatively, in order to deliver solutions when under pressure, is a must for this role. Role is focused on Mac support and will involve Windows support. Solid Mac experience required.Accountabilities Provide day-to-day support for both Hardware and Software to internal staff. Provide project support where appropriate, including the implementation of new business systems etc. Update Help Desk tickets as calls progress, and take responsibility for calls to closure, including liaison with appropriate stakeholders. Adhere to established service levels and notify management when service levels cannot be achieved. Knowledge of Footprints and/or ServiceNow is a plus. Understand and apply all IT policies and procedures without deviance. Transfer knowledge to other End User Services engineer(s). Provide live auction support, maintaining both saleroom and online technologies.Experience/Qualifications 4+ years experience of technical end user support in an Apple macOS environment, covering MAC hardware (laptops, desktops and mini) and software (macOS, Office 365, Adobe CC Suite 2019) including scripting and command line skills. 4+ years experience of supporting Windows 10 and Office 365. Good experience of using Casper / Jamf Pro; client and package deployment, update management; certification advantageous. Google Suite and VOIP experience are a plus. Mobile Device Management experience (Intune). Good understanding of print design, digital asset management, production workflows, pre-press processes, digital image workflows etc. Broad experience of wide format printers and RIP servers. Good understanding of corporate network infrastructure and architecture sufficient to support and troubleshoot issues and to maintain the office network connectivity via wi-fi/cabling/hubs/switches. Strong understanding and troubleshooting skills iPhone/iPad and Android with Mobile Device Management (Afaria preferable but not essential) support experience. Excellent written and verbal communication skills, tactful, enthusiastic, confident, ability to work independently as well as part of a team, and flexible approach to meet changing business needs. Strong problem-solving skills required for technical issue resolution. Strong personal time management to coordinate several tasks and projects simultaneously. Flexibility to work overtime and weekends as needed.Education Preferably IT related degree and Apple Certified Specialist or equivalent qualification Casper/Jamf Pro certification ITIL Foundation preferred (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

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