IT Site Support Engineer

Technical Support & Incident Management • Provide resolutions for corporate applications, hardware, and business group applications. • Handle incident and service request queues, including ticket creation, categorization, prioritization, and assignment to appropriate support groups. • Perform proactive follow-ups with customers to ensure timely resolution without requiring reminders. • Deliver Level 2/3 support for PCs, printers, scanners, and phones when issues cannot be resolved remotely by the Service Desk. • Diagnose and resolve issues related to PCs, laptops, network connectivity (VPN, wireless), Active Directory, security incidents, servers, and business applications. • Perform PC/laptop imaging, configuration, and break/fix support. • Fulfill IMAC (Install, Move, Add, Change) requests. • Install, configure, and support printers, scanners, phones, and mobile devices, including vendor coordination for replacements and contract updates. • Provide hands-on and remote support for computer rooms, IDFs, MDFs, servers, switches, routers, and other physical equipment. • Mount and unmount hardware in data centers and perform daily routine checks to maintain data center health.

Knowledge Base & Documentation • Build, update, and review knowledge base articles to streamline fixing and issues resolution. • Track and review ticket metrics, and take action to improve efficiency where vital.

Collaboration & Vendor Management • Work closely with vendors, including escorting them onsite and guiding their activities during visits. • Collaborate with vendors to prepare statements of work (SOWs) and quotes by clearly defining requirements. • Partner with functional teams to ensure quick resolution of customer issues and effective project execution.

Process Improvement & Initiatives • Find opportunities to improve technology workflows, employee experience, and support processes. • Recommend and assist with implementation of enhancements to PC/laptop configurations. • Lead medium-sized initiatives or workstreams impacting 50?100 customers with minimal supervision. • Support project planning and solution development in partnership with multi-functional teams.

Minimum Requirements • 4+ in desktop support or a related technical role. • Good understanding of client/server networks, protocols, common internet services, and Active Directory. • Solid knowledge of the OSI model and ability to perform root-cause analysis. • Ability to diagnose and resolve hardware and software issues for corporate infrastructure. • Experience with ticketing systems and incident/request management.

Desired Skills • Excellent written and verbal communication skills; able to effectively engage with global customers. • Demonstrated experience in customer service and collaborator coordination. • Ability to handle critical situations independently and with professionalism. • Strong teamwork skills and willingness to serve as a go-to resource for peers. • Experience collaborating with global teams across multiple time zones. • Familiarity with IT operations and service delivery standard processes. • Certification from a major IT vendor (desktop-related platform or technology) is preferred.