ENGINEER - END User Computing

Daily management of personal queue of assigned support tickets and tickets and focusing on meeting ticket SLAs to achieve performance targets

Ability to take inbound client phone calls from the call center and work with these end users to resolve issues. 

Utilize ITIL best practices to enhance and optimize the services provided to end users.

High-level knowledge of supporting/managing desktop operating systems, including Windows and Mac 

Ability to troubleshoot Windows and Mac OS-related issues at hardware and software levels

Ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec)

Experience with Office 365 Administration, including Exchange, OneDrive, SharePoint, Intune, and Teams 

Email Administration with essential level user management, including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues

Basic virtualization Administration, which may include rebooting virtual machines, resource allocation, basic architecture knowledge

Essential domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP

Basic knowledge of Backup Solutions

Basic knowledge of troubleshooting standard remote solutions such as RDP and Citrix

Basic understanding of core network components

Maintaining standards and documentation on an ongoing basis as products and technologies evolve

Strong analytical and troubleshooting skills, with familiarity with ITIL practices.

Excellent English communication skills for both technical documentation and customer interactions.

Other business duties as assigned  Technology Expertise