Desktop Support Engineer

Job Title: Infrastructure Operations Engineer (Field Support Engineer)

Location: Cleveland, Ohio

Type: FTE

Job Summary:
We are seeking a skilled Infrastructure Operations Engineer with 2-5 years of experience in an enterprise environment. The ideal candidate will have a strong background in diagnosing desktop and laptop issues, remote software deployment, and utilizing monitoring tools to proactively detect and resolve issues. This role requires excellent troubleshooting skills, a commitment to providing exceptional customer service, and a solid understanding of end-user computing for Windows.

Responsibilities:

• Diagnose and resolve desktop and laptop issues remotely, ensuring minimal disruption to end users.
• Perform PC and laptop imaging, installation, and repair as needed.
• Deploy software remotely using established tools and processes.
• Utilize monitoring tools to identify and address potential issues before they impact users.
• Collaborate with team members to develop and implement knowledge base systems for improved support efficiency.
• Provide technical training and support to end users as required.
• Maintain accurate records of support requests and resolutions using ticketing systems.
• Identify opportunities for process standardization and improvement.
• Stay updated on cybersecurity best practices and ensure compliance in all support activities.
• Work independently and manage multiple tasks effectively under pressure.

Mandatory Skills:

• Advanced troubleshooting skills for Windows-based end-user computing.
• Experience with ticketing systems (e.g., ServiceNow).
• Proficiency in Google Cloud Infrastructure, including understanding cloud services and deployment models.
• Knowledge of Active Directory (AD), SCCM configuration and customization, DNS, VoIP Functionality of Components & call Flows, and VPN.
• Effective communication and customer service skills.
• Collaboration in a team environment.
• Analytical Thinking and problem-solving abilities.
• Proactive system monitoring and issue detection skills.
• Familiarity with remote troubleshooting techniques, including remote desktop tools and diagnostic software.