MD
IT Support Engineer (Desktop Management Specialist – Infrastructure Services)
Macpower Digital Assets Edge Private Limited
🇺🇸 United States
On-site
Mid level
5 days ago
$45 / hour
- ITIL
- Disaster Recovery
- Active Directory
- DNS
- Group Policy
- O365
- Windows
- Android
- Mac
- VoIP
5 days ago
Key Responsibilities:
- Desktop and Mobile Device Management:
- Install, configure, and maintain desktops, laptops, mobile devices, and associated peripherals.
- Schedule and manage desktop/laptop upgrades or refreshes, ensuring a seamless transition of user system settings, software, data, and peripheral configurations.
- Application and Printer Support:
- Provide comprehensive application support, coordinating with second-level teams when global application issues arise.
- Troubleshoot and support all types of printers, manage network configurations, install drivers, and coordinate with vendors for repair or replacement.
- Technical Assistance and Service Desk Operations:
- Offer onsite and remote technical support, responding to end-user requests and managing the ticket queue to meet defined service level agreements.
- Provide second-line technical support and manage incident and problem resolution using the Service Desk Tool, while adhering to ITIL processes and SLAs.
- Documentation and Standardization:
- Develop, update, and maintain standard configuration documentation, installation procedures, configuration guides, and operating procedures (e.g., KB/KEDB, SOPs).
- Coordinate with third-party vendors and Level 3 support groups to enhance service delivery, maintain, and upgrade IT infrastructure.
- Event and Disaster Recovery Support:
- Provide IT support for onsite or offsite events, including site setup and coordination with venue IT/AV contacts.
- Support disaster recovery efforts and respond promptly to emergency situations at local sites.
- Network and Directory Services:
- Assist in managing Active Directory (User/Group Management), DNS, Group Policy, networking, firewall configurations, and related technologies.
- Demonstrate a solid understanding of O365 and its related support activities.
- Experience:
- 4-7 years of experience in Desktop Management within Infrastructure Services.
- Strong understanding of PC hardware, software, operating systems (Windows 10/11, Android OS, Mac OS), directory services, printing, and applications.
- Technical Skills:
- Proven experience with desktop/laptop installation, configuration, and upgrade/refresh processes.
- Expertise in supporting network configurations, printer set-up, driver installations, and vendor coordination.
- Solid knowledge of basic LAN/WAN issues, Wi-Fi configuration, application software installations, and VOIP phone systems.
- Proficient with Active Directory, DNS, Group Policy, networking, firewall, and O365 support activities.
- Experience using Microsoft Office and various service desk tools for incident and problem management.
- Soft Skills:
- Excellent written and verbal communication skills.
- Strong interpersonal skills to effectively manage multiple stakeholders, including end users, senior management, IT teams, project teams, and vendors.
IT Support Engineer (Desktop Management Specialist – Infrastructure Services) · Macpower Digital Assets Edge Private Limited