Job Description :
Windows 7/XP/10. Apple MAC, Active Directory, MS Office, Exchange, VPN, Networks

Job Title Desktop Engineer
Relevant Experience & Experience Required
(in Yrs) 5 Yrs Experience
Key words to search in resume Windows 7/XP/10. Apple MAC, Active Directory, MS Office, Exchange, VPN, Networks
Technical/Functional Skills -MUST HAVE SKILLS ''Certifications desirable to include:
IBM Certified Associate - Endpoint Manager V9.0
MCP (Microsoft Certified Professional)
MCSE (Microsoft Certified Systems Engineer)
MCDST (Microsoft Certified Desktop Support Technician)
ITIL Foundation
Roles & Responsibilities • Resolves 3rd level technical support issues and solves complex problems while working within standard operating procedures and policies.
Responds to user tickets/inquiries with appropriate level of urgency based on documented SLAs. Follows up on all questions, problems, or suggestions from users.
Documents problems and corrective procedures. Prepares technical documentation and posts to knowledgebase in order to improve call resolution at the Helpdesk and Tier 2 levels.
Researches, isolates and implements steps to resolve user problems. Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Good hands on experience with Apple devices (iPhone\ iPad \MAC) and iOS\Maverick Operating systems.
Has a complete knowledge and experience with the functions and usage of products and business concepts, as well as their applications. Has a good understanding of user needs and business applications and is able to use this knowledge to enhance the service provided to users.
Performs quality assurance testing to ensure new enhancements have been incorporated into the product accurately, correct applications are installed and system is returned to the user in good working order
Recommends enhancements to standard operating procedures and policies based on experience.
Interacts with other technology groups to identify and correct problems.
Uses team and project meetings to keep the team fully aware of the progress of assigned projects and to support a team environment of continuous feedback and idea sharing.
Participates in on-call rotation to provide 24 X 7 support • Has a complete knowledge and experience with OS deployment technologies like WDS, MDT and IBM Endpoint Manager/SCCM.
Work Location (State, City ) California, Los Angeles