Support Engineer

Infrastructure-People Ops

OVERVIEW

The Support Engineer will work to ensure FTD employees are equipped with hardware, software, knowledge, and support essential to their success. As a member of FTD's IT Service desk team, you will provision and maintain equipment, software, and systems access and collaborate with employees by phone, email, and/or in-person to meet various technology needs efficiently and effectively. Your customers will include users at all organizational levels and will rely upon your expertise and guidance.

This position supports a hybrid work model including onsite presence in our Chicago, IL office as needed. Occasional on-call and overtime work will be required but generally is not expected to be significant.

KEY RESPONSIBILITIES

• Provide timely and accurate user support for IT assets at FTD locations, and remote (home) environments.
  • Support Windows, MacOS, iOS, and Android devices and peripherals.
  • Assist users with questions and troubleshooting related to common desktop applications like Office 365, and a wide variety of software and hardware related issues.
  • Administer and troubleshoot Microsoft Endpoint Configuration Manager and Mobile Device Management software.
• Provision, install, and deliver customer systems configured to FTD standards.
• Promote and maintain a secure IT environment.
  • Ensure proper approvals for systems access.
  • Prevent and/or mitigate malware threats.
  • Follow corporate use, SOX, PCI, and other best practice guidelines.
• Create and maintain technical, procedural, and educational documentation for internal consumption as well as customer self-service.

• Ensure efficient deployment and maintenance of desktop operating systems and software across the organization.
• Develop and maintain standardized desktop images for various hardware models and user profiles.
• Monitor the lifecycle of desktop images and plan for updates or replacement.
• Maintain detailed documentation on image creation process, best practice and troubleshooting steps.

• Share knowledge with colleagues and contribute to the team’s collective expertise.
• Maintain our asset inventory database.
• Test equipment that is to be provisioned to ensure it is in good working order.
• Thoroughly document issues and resolutions in our help desk management system
• Train our customers to operate assigned hardware and software effectively and in line with industry best practices.
• Collaborate with others, including Systems Engineering, Networking, Telecom, Unix, Database, DevOps, and SRE/NOC resources to deliver exceptional customer service.
• Embrace a culture of enablement, customer service, teamwork, continuous improvement, transparency, and fiscal responsibility.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• A college degree in a related field is preferred. A high school diploma or General Equivalency Diploma (GED) will be considered.
• 3 years continuous experience in an end-user IT support environment.
• IT certifications such as CompTIA A , Modern Desktop Administrator Associate (MDAA), and Apple Certified Support Professional (ACSP) are a plus.
• Strong technical understanding of desktop and server hardware as well as Windows, MacOS, and mobile environments. We prefer a resource with considerable MacOS experience to round out the team's skill set.
• Strong practical knowledge in usage of deployment tools like MDT, MECM and Microsoft Intune, Windows Autopilot etc.

• Demonstrated experience managing objects in Active Directory Users & Computers and/or Azure AD

• Exceptional communication and customer service skills, with a relentless focus on empathetic engagement and better-than-expected outcomes.
• Experience diffusing challenging customer interactions, creating the best outcome for all involved.
• Demonstrated ability to triage multiple issues simultaneously, and to prioritize and complete initiatives with minimal supervision.
• Ability to operate effectively under pressure, both independently and in collaboration with other resources with different skill sets.

• Demonstrated ability to gather and maintain accurate end user equipment inventory using automation

• A genuine desire and willingness to share knowledge effectively, and the drive to continuously improve your own skill set as well as others.
• Effective verbal and written communication skills.
• Capable in MS Office Suite (Including MS Teams).

DIRECT REPORTS (If Applicable)

• None.