What are the responsibilities and job description for the End User Support Specialist position at Pomeroy?
End User Support Engineer
Responsibilities:
- On site Service Level desktop incident resolution for end users
- Offer break/fix support to users for client-owned devices, peripherals and software installed
- Understand the levels of service offered to users and ensure SLAs are achieved
- Liaise and work with End User Request Fulfillment team. As needed carry out daily installations for all hardware that is being refreshed, reimaged or memory installed etc.
- Wiping devices that are returned from the field for return to inventory
- Install and configure software requested by End User (MS Office 365, Adobe Creative Suite, VPN software, etc.)
- Ticket management –manage all service level tickets that are assigned to individuals. Update and close tickets
- Post Validation Support – Support the appointments that End Users request for remote support after they receive their new hardware. Calls can include any type of help that the End User may need from configuring their device, installing software, adding network drives to needing a device reimaged or replaced
- Lift, carry and transport computer equipment.
Skills:
- Proven 3-5 years of PC desktop/laptop field deployment work with large scale operations.
- 3-5 years hands on experience with SCCM, TCP/IP protocols, Active Directory, and Exchange
- 3-5 years hands on experience with Win 7, Win 10 and MAC OS
- Experience with Ticket monitoring systems (ServiceNow)
- Hands on with large scale windows migration activities
- Knowledge and experience of InTune
- Proficient use of Microsoft Office Products (word, excel, PowerPoint)
- Strong customer service skills (in-person and written)
- Strong communication skills (in-person and written)
- Ability to work under minimal supervision
- Ability to work and multitask in a fast-paced and deadline-driven environment
- Detail Oriented
Behaviors:
- Be punctual, it is critical that you start your day at your agreed starting time and subsequently manage your time to arrive on-time to customer appointments
- From the above, ensure you communicate when there is any deviation, both with supervisor and as needed customer
- This role has many attributes, and it is imperative that you are flexible and deliver tasks that are assigned to you – across all End User Support responsibilities
