Note: The job is a remote job and is open to candidates in USA. STI is seeking a qualified Desktop Engineer for the 3rd shift of their 24x7 Team. The role involves providing level 1 & 2 support for users, troubleshooting hardware and software problems for desktop and laptop computers, and conducting remote problem solving when necessary.
Responsibilities
- Troubleshoot Desktop LAN, server, wi-fi and connectivity issues
- Utilize ticketing system to track email submissions and managing phone support efforts
- Manage Windows Active Directory and Exchange
- Work closely with other IT employees on system maintenance and configuration projects
- Work closely with other employees on interdepartmental projects
- Maintain accurate asset management records
- Work with vendors and manufacturers on repair and maintenance of IT equipment
Skills
- College degree and/or 4-6 years' experience providing end user support
- Ability to help employees solve hardware and software problems and fulfill requests
- Experience with Windows Active Directory & Office 365
- Experience troubleshooting network issues in large office /Enterprise setups
- Experience supporting and troubleshooting printer systems
- Familiarity with DHCP, DNS, LAN, WAN, and other common networking concepts
- Strong customer service and communication skills
- Must be able to cover one weekend shift and holidays that land on your coverage days
- Experience taking user calls utilizing an IVR system, preferably Avaya
- Basic understanding of ITIL foundation processes, i.e., Incident, Request, Change. Major Incident management experience, i.e., opening outage bridges & escalations is a plus
- MDM experience, specifically Airwatch, is a plus
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