EUC Support Engineer (Client Infrastructure) 100% Remote, USA
Company: dentsu international
Location: Portland
Posted on: June 25, 2022
Job Description:
Company DescriptionDentsu is a modern marketing solutions
company. Our mission is to help clients navigate, progress and
thrive in a world of change. Businesses rely on our integrated
network of agencies and specialized practices to champion
meaningful progress through creative, media, commerce, data and
technology. Part of Dentsu Group, our global network comprises
66,000 diverse people in 143 countries, who are dedicated to
teaming for growth and good. Some of our award-winning agencies
include 360i, Carat, dentsumcgarrybowen, DEG, dentsuX, iProspect
and Merkle. Follow us on Twitter @DentsuUSA and visit
dentsu.com/us.We are champions for meaningful progress and we
strive to be a force for good-for our people, for our clients, for
the industry and for our society. We keep our people at the center,
creating space for growth, understanding and learning so they can
thrive. We embed diversity, in our mindset, in our solutions and in
our teams to empower an inclusive, equitable and culturally fluent
environment. Building this culture within our teams makes us better
collaborators with each other and with our clients, driving better
outcomes for all.Job DescriptionApplicants
- "Applicants must be currently authorized to work in the U.S. on
a full-time basis. No sponsorship is available for this position or
work transfers."Location to work
- Must live in the USA, 100% RemoteSalary Range
- $65k to $75k (no bonus offered)Tech Stack Knowledge Required
- Application Support, System Center, Citrix, Windows Virtual
DesktopRole OverviewAs an EUC Support Engineer, based in one of our
Regional Hubs, you will be responsible for providing technical
support to our global user base. You will work as part of the
Technical Support Team but have dedicated focus on supporting end
user computing (EUC) technologies; Collaboration, Identity and
Access, Unified Communications and Client Infrastructure.Supporting
the latest technologies within a customer centric environment that
provides exceptional customer satisfaction, and working with market
leading ITSM Service Management tools, you will provide high-levels
of technical knowledge, analytical troubleshooting and problem
solving to maximise user productivity.You will demonstrate a clear
knowledge of the ITIL service management framework and
understanding how to build and deliver great service to our
users.You will work closely with our Service Desk, Deskside
Support, Security and Global End User Computing teams to ensure
technical issues & requests are managed, progressed and ultimately
resolved in a timely manner, ensuring quality is of the highest
standard and exceeding service level targets where possible.You
will demonstrate a high capacity for learning & development and
will seek to adopt new knowledge and resolution capabilities
through a strong 'shift-left' approach.Excellent communication
skills are mandatory, and the ability to be self-disciplined &
motivated is necessary, as well as having excellent collaborating
skills and a strong sense of team ethic.End User Computing
technology portfolioThe successful candidate will focus on
supporting these technologies, and therefore will demonstrate sound
levels of technical ability and experience of working with most of
these platforms.Client Infrastructure - Endpoint management
(SCCM/Intune/JAMF), Remote Application Delivery
(Citrix/AVD)QualificationsDuties will include:
- Responsible for managing the resolution of user incidents and
any escalated issues from the Service Desk for EUC services.
- Fulfil requests for EUC services, including project requests
when required.
- Escalate incidents to the EUC Global team after initial
troubleshooting.
- Work with the EUC Global team to ensure high quality,
up-to-date documentation exists for all EUC support processes.
- Work with the EUC Global team to identify service improvements
to current processes.
- Encourage open communication between team members, suggesting
and driving forward ideas about how the team can work more
effectively together.
- Remain aware of new product developments in technology,
providing input to improve service and processes.
- Work with the Technical Support Manager to agree team
responsibilities and activities, by engaging with business users
and other technical support functions.
- Manage workloads, adhere to the team rota, ensure all incident
and request tickets are handled in an appropriate, professional
manner meeting agreed SLA targets.
- Work as part of a team of technical support engineers,
providing guidance and expertise as well as setting standards of
professionalism and attitude.
- Diagnose and troubleshoot technical issues in the user context,
covering Windows 10, Mac OS, applications, and connectivity
issues.
- Research solutions to technical issues that can be raised with
the relevant service owners.
- Ensure that user experience and satisfaction is at the
forefront of all activities.
- Talk customers through a series of actions, either via phone or
chat, until they have solved a technical issue.
- Provide prompt and accurate feedback to customers for the
incident they have raised.
- Ensure all issues are correctly logged and followed through to
completion within the agreed SLA's.
- Prioritize and manage several open issues at one
time.Education/qualification and training
- Ideally Microsoft / CompTIA certified or equivalent
qualifications and experience.
- ITIL qualification (Foundation).Knowledge/skills
- Excellent understanding of current Mac OS and Windows 10.
- Supported users in an Enterprise Windows 10 environment using
SCCM for application delivery, OS deployment and endpoint
management.
- Supported users in an Enterprise Mac environment using JAMF for
application delivery, OS deployment and endpoint management.
- Good knowledge of troubleshooting network connectivity issues
on Windows/Mac clients.
- Good knowledge on how to troubleshoot basic client application
issues.
- Good understanding of cloud technologies.
- Good understanding of Active Directory and Group Policies at a
level to troubleshoot user encountered issues.
- Experience of following runbooks to complete tasks and
troubleshoot when following the runbook does not work.
- Experience of Supporting Adaptiva OneSite would be advantageous
but not required
- Experience of Supporting Citrix/AVD would be advantageous but
not requiredExperience
- Experience of working with ITIL based Service processes and
functions.
- Experience and knowledge of supporting customers in a complex,
enterprise environment. Preferably in the technical services
sector.Personal characteristics
- Excellent troubleshooting and problem-solving skills.
- Willingness to update professional knowledge and a commitment
to continuous improvement.
- Ability to identify and manage priorities.
- Excellent time management and organisational skills, and
ability to handle multiple concurrent tasks and projects with
minimal supervision.
- Strong organisation and planning skills with exposure to matrix
management.
- Demonstrate excellent communication skills, both written &
verbal.
- Good relationship and interpersonal skills.
- Ability to set and achieve goals for self.
- Ability to work a flexible schedule.
- Team playerAdditional InformationEmployees from diverse or
underrepresented backgrounds encouraged to apply.Dentsu (the
"Company") is committed to a policy of Equal Employment Opportunity
and will not discriminate against an applicant or employee of the
Company, on the basis of age, sex, sexual orientation, race, color,
creed, religion, ethnicity, national origin, alienage or
citizenship, disability, marital status, veteran or military
status, genetic information, or any other legally-recognized
protected basis under federal, state or local laws, regulations or
ordinances. Applicants with disabilities may be entitled to
reasonable accommodation under the terms of the Americans with
Disabilities Act and/or certain state or local laws. A reasonable
accommodation is a change in the way things are normally done that
will ensure an equal employment opportunity without imposing an
undue hardship on the Company. Please contact
recruiting@dentsuaegis.com if you need assistance completing any
forms or to otherwise participate in the application process or to
request or discuss an accommodation in connection with a job at the
Company to which you are applying.
Keywords: dentsu international, Portland , EUC Support Engineer (Client Infrastructure) 100% Remote, USA, Engineering , Portland, Oregon
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