End User Services Engineer
Area and Site: Wayne-PA

Description

Opportunity:

Reporting to the global End User Services Manager, this Pivotal customer facing role is part of a global team and will be responsible for servicing all end user computing and conferencing requirements, process automation for continued efficiency, interfacing with project, engineering and infrastructure operations teams, and second line service issues/escalations. The service is required to cover all North America (NA) employees, including telecommuters. Primary concentrations of users are in Wayne PA (HQ), Philadelphia PA, and Thornton CO. Service is currently delivered out of Wayne PA and Philadelphia PA for all of NA.  “Depot” mail-in services for BAU processes should be available for remote users.

 

About You:

  • Excellent written and verbal communication skills

  • Enthusiastic and willing to learn with a can-do attitude. A go-getter with a positive outlook who pushes themselves to succeed. Strong work ethic and highly motivated

  • Team player with common sense and able to work using own initiative, unsupervised and under pressure.

  • Strong customer service & training skills, takes responsibility and recognizes/cares about a customer’s ability to be productive

  • Forward thinking and keen to make suggestions on ways to drive forward and evolve our services

  • Self-starter with a reputation for being an effective change agent.

  • Able to juggle many different tasks with varying priorities accommodating the needs of the users or the team.

  • Excellent time management and organizational skills.

 

Responsibilities:

  • Troubleshoots computer hardware and software including but not limited to desktops, laptops, and thin clients to include Microsoft Windows and Mac operating systems.

  • Analyses of desktop, laptop and systems performance indicators to ensure system(s) are operating efficiently.

  • Configures, documents, upgrades, repairs and/or decommissions desktop and laptop computer hardware following standard operating practices.

  • Receives and responds to service requests and problems in a customer service oriented manner.

  • Performs inventory of installed desktop hardware and software components to ensure that records are accurate and updated.

  • Procures, tracks and maintains company software, purchase records and usage to ensure licensing compliance. Maintains IT software license database and audits installed computer base to verify the accuracy of license database records. Ensures software media and site licenses are secured within the information systems department.

  • Full Lifecycle management of end user computer devices from procurement to disposal

  • Assist Vidyo Conferencing users in meeting start/conduct and support Vidyo Room Endpoint equipment.

  • Conference room technical support.  

 

Requirements:

  • Resolve desktop issues according to defined IT/ITIL processes/procedures to meet service level objectives and user commitments

  • Senior technical troubleshooting skills in order to solve complex problems and train & mentor Desktop Analysts

  • Key technical contributor with demonstrable willingness to take initiative to follow up on issues, projects and deadlines.

  • Prepare and maintain technical documentation and knowledge articles for use throughout the enterprise.

  • Working as part of the team responsible for the overall delivery of Global IT support including, but not limited to, the following core services:

  • Build, configuration, installation, relocation, troubleshooting and maintenance of IT hardware and software (Applications, Laptops, Desktops and peripherals, printers and multifunctional devices)

  • Installation, maintenance and troubleshooting of telephony equipment, including handset, voicemail administration

  • Planning, coordination and execution of office/desk moves

  • Familiarity with Conference room IT equipment and Video Conferencing

  • VIP Support

  • Support the training of users in various Technology as required

  • Work with vendors or other technical resources to troubleshoot desktop support issues

  • Strive to deliver the overall IT goals of providing a world class service

  • Research and support enterprise desktop solutions using industry standard tools, for example Microsoft System Centre, or other applicable products

  • Work closely with required central IT teams to improve the speed and clarity of local IT support requests and of local IT support team

  • Undertaking and support of global projects as required

  • The ability to provide desktop and basic LAN support and assistance as described as normally obtained through strong experience providing support in the following areas:  desktop, server, network, Microsoft applications, systems and phone maintenance and experience with Active Directory and Exchange administration

  • Detail oriented individual with ability to determine root cause and assess corrective action

  • Proficient in Microsoft Office including Word, Excel, Project, Visio, and OneNote.

  • Relocates and sets up desktop computer devices and phones. This includes moving data and voice lines within patch panels in communications closets.

 

Preferred Qualities:

  • >4 years experience providing Windows OS desktop and Mac OS X services within a global Corporate environment

  • Concentrated experience in a hardware/software technician role

  • Frontline user support experience essential

  • MAC OS X experience strongly desired

  • An MCSE certification is preferred.

Other:
  • Sungard Availability Services offers a high growth environment with excellent compensation and immediate eligibility for our 401(k), health/dental insurance, educational assistance, and more.   Sungard AS is an equal opportunity employer. Minority/Female/Disability/Veteran
  • Ability to meet the physical demands of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Employment is contingent upon successful completion of the background investigation and pre-employment drug screen.


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