IT Support Engineer

2 weeks ago

Hollywood, United States Scenic Group Full time

From humble beginnings in Newcastle, Australia, to a global company with business centers in Australia, New Zealand, Switzerland, USA, Canada, and the UK, Scenic is a true success story within the travel industry. The Scenic story began in 1986, when our founder began operating coach tours throughout Australia, quickly expanding into New Zealand, Norfolk Island, and South Africa. By the end of the decade Scenic was hosting tours to Canada and Alaska, and in 2008 we launched our unique Space-Ships and began offering luxury all-inclusive river cruises throughout Europe. Emerald Cruises was formed in 2013. Scenic entered a new chapter in its journey with the launch of its first ocean-cruising vessel, Scenic Eclipse debuting in August 2019 and the Emerald Azzurra debuting in 2021. In 2023, Scenic and Emerald each added new ocean-cruising vessels to the fleet with Scenic Eclipse debuting in Spring 2023 and Emerald Sakara in August 2023.

Scenic Group is looking to hire IT Support Engineer - End User Computing to join our team at our Hollywood, FL corporate location.
Position Overview:
The IT Support Engineer - End User Computing is responsible for the implementation, management, and ongoing support of end-user computing environments, with a strong focus on Microsoft Intune, IT asset management, and automation for self-service solutions. The role will establish clear processes and workflows for supporting end users across a global team while building a knowledge base that can assist both Level 1 support officers and end users directly. This role requires a deep understanding of modern workplace management, strong technical skills in automation, and the ability to contribute to continuous improvements across the end-user support experience.
Key Responsibilities:
End User Compute Management:

  • Manage and maintain end-user computing environments, focusing on automation, self-service, and streamlined support for users globally.
  • Implement and support Microsoft Intune for device management and security, ensuring alignment with company standards.
  • Create and maintain a structured knowledge base with technical articles for common end-user issues and solutions, supporting both end users and the IT support team.
IT Asset Management:
  • Maintain accurate records of IT assets, including hardware and software, ensuring compliance with licensing and corporate standards.
  • Oversee the lifecycle management of end-user devices, from procurement to decommissioning, including asset tagging, tracking, and disposal.
  • Collaborate with the procurement and finance teams to forecast hardware and software needs, managing stock levels and replacement cycles effectively.

Process Development and Automation:
  • Develop clear processes and workflows for end-user computing support, including automation for self-service portals to empower users to resolve basic issues independently.
  • Support ongoing improvement initiatives for automation of repetitive tasks and efficiency gains in managing end-user computing devices.
Collaboration and Global Support:
  • Collaborate with a global IT team to ensure consistent delivery of services and support across different regions and time zones.
  • Serve as an escalation point for Level 1 support officers, providing technical guidance and resolutions for complex issues.
  • Coordinate with cross-functional teams and stakeholders to address incidents, requests, and changes in the end-user computing environment.
Training and Documentation:
  • Build, maintain, and update knowledge base articles, training materials, and documentation for end-user computing systems, including how-to guides and troubleshooting steps.
  • Provide guidance and training to Level 1 support officers on common issues and solutions related to end-user devices and systems.

Required Skills and Experience:
  • At least 3 years of experience as an End User Compute Specialist or in a similar role with a focus on end-user device management, IT asset management, and Microsoft Intune.
  • Strong technical knowledge of Microsoft Intune, including deployment, device management, configuration, and troubleshooting.
  • Experience with IT asset management, including procurement, lifecycle management, and compliance tracking for hardware and software assets.
  • Experience with developing and supporting automation solutions for self-service and end-user computing tasks.
  • Familiarity with building and managing knowledge bases, including writing technical documentation and user support materials.
  • Ability to work effectively within a global team and support users from multiple time zones and regions.
  • Strong problem-solving skills with the ability to troubleshoot and resolve complex technical issues.
  • Excellent communication skills, both written and verbal, to interact with users and IT team members.

Desirable Skills:
  • Formal Microsoft certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft Certified: Security, Compliance, and Identity Fundamentals, or other relevant qualifications.
  • Experience with scripting and automation tools (e.g., PowerShell) for managing end-user environments.
  • Familiarity with other end-user management platforms, such as SCCM or VMware Workspace ONE.
  • Strong understanding of ITIL practices for incident, problem, change, and asset management.
  • Other Requirements:
  • Flexibility to support users in different regions and time zones, with occasional on-call duties as needed.
  • Strong organizational skills and the ability to priorities tasks in a fast-paced environment.
  • Receive guidance and provide regular updates on key projects, issues, priorities, and business objectives.
  • Escalate sensitive or complex issues.
  • Support the team and work collaboratively to contribute to delivering business outcomes.
  • Participate in meetings to represent the work group perspective and share information.
  • Participate in discussions and decisions regarding the implementation of innovations and best practices.
  • Resolve issues where possible and escalate where necessary
  • Information exchange.

Decision Making
The role operates autonomously in determining day-to-day work priorities in liaison with the reporting Line Manager and the senior engineers.
Reporting Line
The role reports to the Service Delivery Manager (Based in NSW, Australia)
Direct Reports
This role has no direct reports
Location
This role will be based in the Hollywood, Florida office
Focus Capabilities
Focus capabilities are the capabilities considered the most important for the effective performance of the role. The focus capabilities for this role are shown below, with a brief explanation of what each capability covers and the indicators describing the types of behavior expected.

• Be flexible and adaptable and respond quickly when situations change
• Offer own opinion and raise challenging issues
• Listen when ideas are challenged and respond appropriately
• Work through challenges
• Remain calm and focused in challenging situations.
• Keep up to date with relevant knowledge and practices
• Look for and take advantage of opportunities to learn new skills and develop strengths
• Show commitment to achieving challenging goals
• Examine and reflect on own performance
• Seek and respond positively to constructive feedback and guidance.
• Demonstrate and maintain a high level of personal motivation.
• Focus on providing a positive customer experience
• Support a customer-focused culture in the organization
• Demonstrate a thorough knowledge of the services provided and relay this knowledge to customers
• Identify and respond quickly to customer needs
• Consider customer service requirements and develop solutions to meet needs
• Resolve complex customer issues and needs
• Cooperate across work areas to improve outcomes for the customer.
• Build a supportive and cooperative team environment
• Share information and learning across the team
• Acknowledge outcomes that were achieved by effective collaboration
• Engage other teams to share information and jointly solve issues and problems
• Support others in challenging situations
• Use collaborative tools to work with others.
• Research and apply critical thinking techniques in analyzing information, identifying
interrelationships and making recommendations based on relevant evidence

What we offer:
  • Generous vacation and paid time off policy
  • Medical/dental/vision insurance
  • Commuter benefits
  • 401k (match)
  • Dental insurance
  • Healthcare spending or reimbursement accounts such as HSAs or FSAs
  • Retirement benefits or accounts
  • Commuting/travel assistance
  • Employee discounts
Job Type: Full-time
Work authorization:
United States (Required)
Scenic Tours USA, Inc. is an Equal Opportunity Employer.

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