EUC Day 2 Operation Support Engineer

2 days ago

Mastic Beach, New York, United States MyCareersFuture Full time

Job Summary:

MyCareersFuture is seeking a skilled and proactive Desktop Support Specialist to join our IT team. As a key member of our team, you will be responsible for providing top-notch support for laptop and desktop systems, managing Zoom Meeting Rooms, and utilizing ITIL practices through ServiceNow.

Key Responsibilities:

  • Provide VIP support with a track record of VIP support minimum more than 3 years of support experience.
  • Act as a single point of contact for incident resolution, coordinating with another resolver group to ensure reported incidents are resolved or escalated as required.
  • Perform Desktop Support services to users, including receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
  • Perform remote troubleshooting and resolution to address various endpoint-related issues.
  • Perform technical escalation to onsite teams if unable to resolve remotely.
  • Perform technical escalation to 3rd-party vendors or resolver groups (where appropriate).
  • Update Incident records.
  • Create and update work instructions (where necessary).
  • Document standards and procedures (where necessary).
  • Develop and maintain automation scripts using Python, PowerShell, and other scripting languages.
  • Implement automation solutions to improve operational efficiency.
  • Coding and Development:
    • Utilize skills in Python, ZSH-C, HTML, Terraform, YAML, Flask framework, and TensorFlow NLP for various IT projects.
    • Contribute to the development and maintenance of IT applications and tools.

Technical Skills:

  • Proficient in Python coding and automation scripting.
  • Knowledge of ZSH-C code basics and HTML.
  • Experience with Terraform, YAML, and PowerShell.
  • Familiarity with Flask framework and TensorFlow NLP.
  • Strong understanding of ITIL practices and ServiceNow platform.

Soft Skills:

  • Excellent communication skills, both verbal and written.
  • Strong problem-solving and analytical skills.
  • Ability to work independently and as part of a team.
  • High level of attention to detail and organizational skills.
  • Demonstrate knowledge in the support of workstations and related components.
  • Good verbal and written communication skills.
  • Good coordination skills.
  • Ability to prioritize effectively and work with a sense of urgency.
  • Effectively communicates with teammates and managers.

Preferred Qualifications & Experience:

  • Bachelor's degree in computer science, Information Technology, or a related field.
  • 3-years experience providing desktop support in MAC OS X environment.
  • Certifications in ITIL, ServiceNow, or relevant technical fields.
  • Experience with other automation tools and frameworks.
  • Familiarity with additional programming languages and IT support tools.
  • Proven experience with Windows and MacBook troubleshooting and support.
  • Hands-on experience with Zoom Meeting Rooms and ITIL ServiceNow.

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