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Customer Engineer – Expert
Ref No.: 18-18694
Location: Quincy, Massachusetts
Position Type:Contract
Start Date: 03/21/2018
 Who are we looking for?
Resource who can provide end user support services at two customer sites. Supported services include Desktop Support for both Windows and MAC, hardware break-fix repair, software break-fix/remediation, Installation, Move, Add, Change and Disposal (IMAC-D) and Lifecycle Refresh on end user hardware and software, Executive Support, Hands and Eyes Support for remote Server and Network teams, and Asset Management.

Technical Skills: 
•           WINDOWS 
•           MAC
•           Deskside Support covering Software and Operating Systems for Example Encryption, anti-virus login scripts Active Directory, Group Policy Objects.
•           IMACDs – Install, Move, Add, Change, De-install of hardware and software
o    Ad hoc (ongoing, run rate requests)
o    Refresh (managed or large scale deployment)
o    Project Management Office (PMO) services for client scheduling, etc. for refresh or other IMACD type of activity
•           Hardware Break Fix Services for End User Devices
o    Desktops, Laptops, Tablets, Smartphones, Thin Clients, Printers, others
o    Client and other manufacturers
o    Direct the resolution for in warranty, out of warranty, enhanced service levels, Client and other manufacturers
•           VIP Support 
•           Video Conferencing support 
•           Hands & Eyes Support – Provide support under the direction of another delivery unit
o    Servers, Storage, Networks, Telecom
o    Onsite Support for remote Data Center and Networks engineers
o    Swapping Uninterruptable Power Supply (UPS) units, rebooting servers, movement and relocation of telephone handset, verify network connectivity on various devices

•           Asset management support
•           Management of local stock of Personal Computers (PCs) or Infrastructure Technology (IT) accessories
•           Small scale projects, for example:
o    Office moves
o    Set up of conference or training facilities 
o    Support for roll-out of new standard image
•           Support for preparation of training or demonstration facilities
•           Operations Support for local UNIX and Windows (non-Datacenter) servers
•           Operations Support for operational activities such as printing, batch processing

Process Skills: 
•           Understanding and ability to support Service Level Agreements
•           Ability to handle and close tickets using Service Manager 9 or similar ticketing system

Knowledge Skills:
•           Familiarity with supporting end user clients in a large corporate environment required
•           Ability to handle and prioritize multiple tickets/projects
Qualification:
•           7-10 years supporting Windows/MAC in a corporate environment
•           Diploma in Computer Science – preferred