Endpoint Support Technician II

The Endpoint Support Technician provides support to users of desktop computers, laptop computers, tablets, mobile communication devices, printers, and office equipment. Support may be on location or remote. Activities include provisioning, installation / set up, troubleshooting, providing basic training, technical guidance, and client support on usage of all equipment. Responds to requests for meeting room support including audio / visual equipment, remote access ability, and telephony. Responds to calls regarding system outages, troubleshooting, and resolving users’ issues who are on location or working remotely. Strives to meet or exceed Service Level Agreements (SLAs).

Key Responsibilities

Hardware/Software Support

• Performs support, troubleshooting, and resolves hardware and software issues for desktops, laptops, tablets, mobile phones, peripheral devices, and audio-visual equipment.
• Performs research and develops solutions for hardware and software issues.
• Provides basic user training on company-provided IT equipment.
• Carries out hardware asset life-cycle management, including maintaining records of physical assets.
• Provides recommendations to leadership on individual device upgrades or break-fix replacements.
• Performs preventative maintenance on all electronic devices and peripheral equipment.

Incident Management

• Responds to service requests regarding end-user computing devices as they arrive in the designated queue.
• Recommends solutions, resolves problems associated with incidents, and updates notes, as necessary.
• Updates tickets and provides team members with regular progress updates.
• Thoughtfully escalates issues to the appropriate teams.
• Understands and adheres to established SLAs.

Customer Service

• Exhibits excellent verbal and written communication skills.
• Ability to work effectively in a team environment.
• Easily adjusts to changing priorities or projects.
• Maintains a calm, professional tone when consulting with team members.
• Delivers an awesome team member experience.

Minimum Requirements:

• High School Diploma/GED and 3 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; or 5 years’ experience in a related field
• Working experience supporting end-user computing devices
• Working experience troubleshooting Windows 11 and Mac operating systems
• Working experience troubleshooting mobile operating systems (iOS and Android)
• Working experience working with a ticket management/service desk system
• Working experience in an ITIL-based environment
• Working experience as a participant in a change management process
• Strong Microsoft Office support experience
• Must exhibit excellent customer service skills
• Technical certifications such as CompTIA A , Microsoft Certification (MCP, MCDST, or other)
• Apple Certified Support Professional (ACSP)
• Working experience in audio-visual collaboration technologies
• Working experience with Service Now

Preferred Experience:

• Working experience with Active Directory
• Working experience with Microsoft Endpoint Manager
• Working experience with Exchange Admin Center
• Working experience with home wireless to corporate network technologies

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!

-

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Type