Remote Desktop Engineer | System Center Configuration Manager (SCCM) | IT | Pasig  

Summary

• Provide help desk technical support for all users of standard of client computing devices and standard software and applications, including engineering software and SCCM application deployments.
• Support local and regional server and network infrastructure.
• Record IT Service requests and solutions into the ITSM ticketing & reporting database.

Essential job functions/duties:

• Respond promptly and courteously to all user requests for help with standard client computing devices and standard software and applications.
  • Requests are made by phone, in-person, and by email.
• Record user reports of problems in ITSM ticketing and reporting database accurately, promptly, and completely.
• Resolve complex Windows desktop application problems including SCCM application deployment errors.
• Decipher increasingly complex problems with desktop hardware and software tools as described by the end-user (customer).
  • Solve if possible, otherwise route call to correct person using the ITSM database software, and position relationships.
• Increase knowledge of computer applications and infrastructure.
• Perform hands-on support for local printers, back-ups, LAN equipment, Telco, etc.
• Actively improve CS Department metrics (like first call resolution) over time.
• Troubleshoot user-reported problems.
• Triage and troubleshoot server and network problems.
• Liaise with external vendor support for network equipment, software, and telecommunications.
• Support commissioning and decommissioning process for client computing devices.
  • Image and configure new devices.
  • Archive and restore all user files when device is swapped or re-imaging is required.
  • Install and configure software using SCCM and manual installs.
  • Document, package, and ship lease-return devices.

Key dimensions

• Increase user satisfaction with client devices, software, and applications.
• Seen by users, peers, and managers as courteous, competent, and effective.
• Understand and conform to standard policies and practices.
• Increase skill with devices, software, and applications over time.
• Increase conformance with standard policies and practices.

• Education:
  • Associate's degree or equivalent Industry Cerification.
  • Microsoft Specialist qualification in windows 7 or 10 OR MCSA in Windows 7, 8 or 10 OR MCSE in Enterprise Devices and Apps.
• Experience and knowledge:
  • 3 years in direct IT hardware and applications support.
  • Managing Windows Desktops as well as Servers at a level 2/3 support role.
  • Deploying apps and troubleshooting failed deployments in an SCCM environment.
  • Advanced knowledge of Microsoft Windows, Office Suite and Exchange.
  • Office 365, particularly SharePoint, Exchange, and Skype for Business.
    • Additional experience administering Azure platforms will be highly regarded.
  • PowerShell knowledge and familiarity will also be highly regarded.
  • Supporting engineering and design software such as NX, Autodesk Maya, Cinema 4D, Adobe Creative Cloud Suite, Magma, or similar essential.
  • Knowledge and experience in IP Networking.
  • Managing Windows servers, Active Directory, DHCP, DNS, Group Policy, and VMware hosts.
  • In-depth understanding and all around knowledge of desktop and laptop computer systems.
  • SCCM and SCOM.
  • Basic switching, routing, and firewall configuration and troubleshooting.
    • CCNA Level Work experience.
  • Juniper firewalls/routers and HP Switches.
  • Palo Alto firewalls, HP, and Cisco Switches.
  • Meraki Wireless products will be an advantage.
• Skills and abilites:
  • Excellent patience, listening, and courteous communication skills.
  • Ability to easily adapt to a changing environment.
  • A logical and methodical approach to troubleshooting and diagnosis.
  • Excellent customer service skills.
  • Comfortable working directly with end users.
  • Ability to work:
    • At a desk and on the telephone for extended periods.
    • Work overtime and on-call rotations.