1137
Job Category:Information Technology
Duration:6-12 months
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.
IT Site Support Engineer • Asheville, NC
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