The Desktop Infrastructure Support Engineer will, under minimal supervision, be responsible for supporting, managing and maintaining all aspects of the global desktop infrastructure. In addition, this position is responsible for responding to direct inquiries from users on subjects of networking connectivity and performance issues. The Desktop Infrastructure Support Engineer functions as part of a small global team performing critical support tasks ensuring that certain IT functionality is available, performing properly and effectively as expected.
Principal Duties and Responsibilities:
§ Work as part of a small global team providing technical support for Organization’s globally distributed Windows desktops, Windows Active Directory, Office365, Cisco LAN, VMware, Cisco IP Telephony, AT&T managed MPLS network and RHEL environments.
§ Responsible for the end user systems within the corporate environment. Help set desktop standards, creating desktop images, building desktop management scripts and evaluating new end user technologies.
§ Manage global desktop systems deployment and improvement projects.
§ Design, implement and maintain processes geared towards improving IT systems management.
§ Maintain and develop documentation related to desktop standards, desktop application installations, system images, troubleshooting tips, and end point security standards. Maintain inventory of equipment configuration and OS levels.
§ Configure and deploy laptops and desktop PCs, networking equipment and servers globally.
§ Manage desktop support automation via scripting (VB / PowerShell, etc.)
§ Respond to requests regarding networking connectivity and performance problems. Troubleshoot and resolve issues. Contact and interact with vendors regarding maintenance and support.
§ Manage IT vendor relationships.
§ Maintain and manage PC performance using available tools to optimize system availability or resolve issues.
§ Analyze user needs, network issues, system capacity and other data in order to proactively maintain the global desktop environment. Assist with moves/adds/changes as required.
§ Test and evaluate new technology and applications as needed. Make recommendations to management.
§ Effectively communicate technical standards, policies and procedures to end-user community.
§ Monitor global IT environment and advise management on system misuse and potential abuse.
§ Provide first and second level desktop support locally and for remote sites.
§ Performs other related duties, as assigned.
Required / Desired Knowledge, Experiences and Skills:
§ 5+ years of experience engineering solutions for Windows Desktop operating systems; e.g. Windows 7 - Windows 10 is required.
§ Experience working with Active Directory in a distributed environment is required.
§ Strong working knowledge of TCP/IP and general networking is required.
§ 5+ years of technical and troubleshooting experience working Microsoft Windows desktop OS and Microsoft Office is required.
§ 3 or more years of experience with Microsoft Office 365 platforms including Intune, and Azure AD
§ Experience implementing Microsoft Teams is a plus
§ Strong project management skills required
§ Experience documenting IT processes and standards is a must
§ Experience with Dell PowerEdge server, Latitude laptop and OptiPlex desktop hardware needed
§ Strong working knowledge of LAN and WAN connectivity issues and support in a Windows Server, Active Directory environment is preferred
§ Experience with Cisco’s Voice over IP products including Cisco Unified Communications Manager (Call Manager), voice gateway routers, and IP Telephony endpoints is desirable
§ Experience working with virtualized environments such as VMware, is a strong plus
§ Knowledge of Linux or UNIX Operating System
§ Experience supporting JD Edwards EnterpriseOne from the client side is a big plus
§ Experience managing desktop environment using Microsoft Active Directory Group Policy Objects (GPOs) is required
§ Experience working in a large Enterprise AD Forest with Multiple Child Domain environment preferred
§ Ability to troubleshoot issues remotely. Ability to work directly with end users when troubleshooting is a must
§ Global support experience and good organizational skills are required
§ This position directly impacts the availability of all production systems globally so 24 x 7 on-call support and a willingness to work off-hours and weekends is required
§ Bachelor’s degree from an accredited university or college in Computer Science is strongly desired.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.
Drew Marine is an Equal Opportunity Employer