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IT Operations Engineer II in Hamilton at Concentrix

Date Posted: 7/17/2018

Job Snapshot

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Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Job Description

IT Operations Engineer II - (CNX00054808)


The Deskside Support Engineer II provides end user support across the organization’s desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities.

Key Duties and Responsibilities

Build and support Windows and iOS workstations and laptops including image builds, testing, deployment, patches as well as ongoing maintenance
Install, configure and support all desktop applications (such as MS Office, Outlook, Skype for Business, One Drive, softphones, HDD to HDD Imaging / Ghosting, printer, scanner, bio metric, data encryption, VPN, WIFI configuration, and firmware updates for deskside equipment such as Cisco & Avaya phones)
Install and support PGP encryption software on all workstations
Support and maintain user account information including rights, security and systems groups
Diagnosis, repair and/replace hardware such as motherboards, SMPS, RAM, laptop LCD screens, laptop keyboard, proc coolant, Avaya hard phone configuration, video conferencing equipment, etc.
Manage and resolve tickets within prescribed SLAs using Remedy
Partner with vendor support contacts to resolve technical issues within the desktop/laptop environment
Escalate issues and involve experts wherever required to resolve issues as quickly as possible
Use diagnostic tools to analyze, troubleshoot and resolve problems associated with network connectivity and/or workstation hardware/software
Use tools and methodologies to load, copy and customize operating system configurations for deployment
Manage testing and failover of the business continuity plan
Manage local DNS/DHCP/File server/Tivoli server to support day-to-day operations
Perform basic troubleshooting of phone issues and assist the telephony team as needed
Setup and maintain training rooms
Maintain hardware and software inventory
Coach end users on basic software, hardware and peripheral device operation
Proactively suggest modifications and additions to desktop standards and guidelines
Arrange and/or prepare equipment for shipping/receiving

Qualifications and Experience Required

4+ years supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent
CompTIA A+/Desktop+, MCSA/MCSE and/or CCNA or similar certifications required. Bachelor’s degree/diploma in Computer Science preferred.
Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
Deep technical knowledge of desktop/laptop hardware and software applications
Proficient in current protocols, operating systems and standards including Windows 7, 8, 10, iOSx, and Open Source Initiative
Demonstrable experience using desktop management tools such as Ghost, WDS, WSUS, LanDesk, Bigfix or equivalent
Proven expertise troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices
Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards
Experience managing Active Directory at the Organization Unit level
Experience supporting VOIP-enabled contact center preferred
Flexibility to work overtime as needed
Ability to lift up to 50 lbs

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.