Job description
- Deskside engineer role
- Help bridge gap from deskside support and engineering
- This is a backfill role
- Liaison deskside and engineering team
- Will work with both teams
- Would handle escalations
- Fix things before it goes to engineering team
- Wil be the go-to person for global solutions
- Go through logs, crash reports ? someone who will spear head and figure out why it is breaking for any thing
- MAC or Windows ? working with engineering to make sure documents/processes are up to data
- ITIL experience required
- ServiceNow experience required
- NexThink experience would be helpful
- Experience creating solutions on a large scale
- Experience reading logs and status report
- Certification SCCM, windows operating systems, MAC certifications ? any of these types of certifications would be good. Will look for someone who has some kind of certification
- Strong in solutions, level 2 support for windows, level 2 for MAC ? one or the other will work
- Helpful if they have some scripting experience
- Translate technical issues from level one tech to engineer
- Strong collaboration skills will be key
- No on-call or after hours, there are some flexibilities with the schedule
- Prefer someone who can be onsite once campus opens
- Looking for someone who can figure out why things are breaking not just implementing solutions
- Interview process ? conversational, situational questions. Phone screen and then panel
- 3+ years of experience with solutions and more years of experience with level 1 or 2 support and got promoted to a lead or senior level support
- Checking in with Phillip and project teams, attending meetings for engineers. Will help end users once or twice a week. Bounding between teams and making sure everyone has what they need, if there is no meeting then work on other things
- Team of 9 people for elevated support, have people supporting innovation. Have wireless, packaging and other specialize engineering that might interact with
- 20-25k users in south America, 75k globally
- This team could use more help on the windows side rather than MAC. However, if there is a strong MAC candidate, he will take that person over someone who is okay on the windows side
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