Senior Escalation EUC Engineer

Job Description

Job Description

ABOU T US :

We are a Twin Cities-based Technology and IT Consulting firm focused on delivering high impact solutions for complex IT initiatives for over 30 years. Our full-service organization offers support, from service desk and managed services to security, as well as management and IT consulting.

POSITION SUMMARY :

The End User Computing (EUC) Engineer plays a crucial role in managing the product life cycle of service-raised incidents and service requests.

Participates in "On Call" rotation to take after hour escalated calls, tickets and / or projects.

This position is onsite daily and requires frequent travel to client / customer locations.

CORE RESPONSIBILITIES :

• Device Deployment Specialist :

Expertly deploy and configure end-user devices, both onsite and remotely, ensuring they are set up efficiently to meet user requirements.

Manage software deployments, upgrades, and troubleshooting to maintain optimal performance and compliance with organizational standards.

Provide Level 2 technical support for hardware and software issues, resolving incidents promptly to minimize downtime and optimize user productivity.

Efficiently manage and fulfill user requests related to devices, software, and access permissions, ensuring timely and accurate delivery of services.

Offer onsite support for critical incidents and technical issues, providing hands-on assistance to resolve complex problems efficiently.

Serve as a key escalation point for Level 2 support issues, delivering senior level expert guidance and ensuring timely resolution to maintain high levels of user satisfaction.

SKILLS / ATTRIBUTES :

ACCOUNTABLE METRICS :

Welcome to the team, where accountability meets excellence! Your success is measured by these key metrics :

Your role is pivotal in providing reliable Level 2 support and onsite assistance, ensuring seamless computing experiences and user satisfaction. By owning these metrics, you contribute to operational excellence and support the organization's mission effectively. Embrace the challenge, own your numbers, and let's achieve success together!

QUALIFICATIONS / EXPERIENCE / EDUCATION :

Senior Level (all of the above functions and skills plus) :

PHYSICAL DEMANDS / ENVIRONMENTAL FACTORS :

We provide reasonable accommodation for employees with disabilities to enable them to perform the essential functions of the job. If you require accommodation, please let us know.

COMPENSATION AND BENEFITS :

The duties, responsibilities, and activities assigned to this role may change at any time, with or without notice.

Impact Technology Group is an Equal Opportunity Employer and prohibits discrimination based on a protected class, including race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.