Sustaining Engineer
1 month ago
Stateside is a minority-owned, California, Small-Business Certified creative & technical digital agency that provides efficient, scalable production services or teams through co-location of resources in the U.S. and Costa Rica.
Job Description
This is a remote position.
Location
LATAM
Employment Type
Full-time, Remote
We are seeking a Sustaining Engineer
to join our client's Engineering team. The ideal candidate must be able to adapt to ambiguity and operate effectively in a fast-paced, dynamic work environment. This role will support both the Corporate and Retail environments and include an on-call rotation. The ideal candidate must hold themselves and others to a high standard of customer service and possess a technical mindset with the ability to explain technical concepts to non-technical stakeholder
Key Responsibilities
Manage a diverse range of devices and operating systems, including Windows, Mac, iOS, and Linux, ensuring their reliability and performance.
Collaborate closely with technical teams to triage and resolve support tickets efficiently, serving as an escalation point for complex issues.
Oversee SCCM/Workspace One applications for both corporate and retail environments, ensuring smooth deployment and management.
Develop and maintain PowerShell/Bash scripts to automate routine tasks and streamline operations.
Ensure compliance with standard IT best practices and procedures, including IT security protocols, computer operations, and change management processes.
Deliver exceptional customer service, effectively communicating technical concepts to non-technical stakeholders in a clear and understandable manner.
Requirements
5+ years of experience in a technical support or engineering role, preferably in a fast-paced environment.
Proven experience managing and triaging support tickets, with a strong focus on customer satisfaction.
Knowledge of cloud and on-prem application support, with familiarity in large enterprise identity management; experience with IdentityNow is a plus.
Strong documentation skills, including the ability to update processes and procedures to improve efficiency.
Technical training, degree, or industry certifications are preferred.
Retail services technical support experience is a plus.
Proficiency in operating systems including Windows 10/11, MacOS, and Linux; additional experience is advantageous.
Experience with O365 management in an Exchange Hybrid environment.
Familiarity with identity management systems, particularly Azure AD and Group Policy.
Proficiency in endpoint management and software deployment tools such as System Center Configuration Manager and Workspace One.
Ability to develop and maintain PowerShell/Bash scripts for automation purposes.
Basic networking knowledge for client systems is desirable.
Strong documentation skills, with knowledge of ITIL practices and excellent written communication abilities.
Why Join Us
Opportunity to work with cutting-edge technologies in a dynamic and collaborative environment.
Remote work flexibility with a supportive team culture.
Competitive salary and benefits package.
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