High-Level Technical Support Specialist

This is a high-level overview of the Desktop Engineer job, detailing the key responsibilities and requirements for success in this role.

• Job Summary: The successful candidate will provide top-notch technical support to our global workforce, focusing on desktop hardware and software solutions.

Key Responsibilities:

• Hardware and Software Support: Troubleshoot and resolve complex technical issues related to desktop hardware and software systems.

• Image Deployment: Develop, maintain, and deploy primary images from bare metal for new hardware models, ensuring secure and efficient software distribution enterprise-wide.

• Remote Troubleshooting: Utilize advanced remote troubleshooting techniques to diagnose and resolve issues efficiently, guaranteeing high uptime for all computers and networks.

• Security Best Practices: Implement and enforce robust security protocols to safeguard our business networks and data.

• Infrastructure Optimization: Analyze and optimize the performance of our desktop infrastructure, recommending enhancements to boost efficiency and user experience.

• Documentation and Maintenance: Maintain accurate records of all problem and service requests, track inventory levels meticulously, and document upgrades or replacements of hardware and software systems.

• Collaboration and Communication: Provide excellent customer service, communicate effectively with team members and stakeholders, and contribute to our internal knowledge base and documentation.

Required Skills and Qualifications:

• Technical Expertise: 5+ years of progressive hands-on experience in desktop support and troubleshooting complex technology issues.

• Remote Imaging Tools: Proven expertise in remote imaging tools and software, including Microsoft Endpoint Configuration Manager, Ivanti Endpoint Manager, SmartDeploy, etc.

• Office 365 Administration: Strong familiarity with Office 365 suite administration, including Exchange Online.

• Windows 11 Professional: Solid understanding of Windows 11 Professional and best practices for its deployment and management.

• Diagnostic Utilities: Working knowledge of various diagnostic utilities and experience with software distribution and patch management.

• Network Security: Strong grasp of network security practices and anti-virus programs.

• Communication Skills: Exceptional written, verbal, and documentation skills, with the ability to provide clear technical instructions.

• Problem-Solving Attitude: A strong problem-solving attitude with meticulous attention to detail and outstanding multitasking abilities.

• Customer-Focused Demeanor: Ability to thrive in a fast-paced environment while maintaining a calm and customer-focused demeanor.

• AWS Virtual Desktop Experience: Experience with AWS Workspace/Virtual Desktop is a significant plus.

• CompTIA A+ Certification: CompTIA A+ Computer Specialist Certification is not required but highly recommended.

Benefits:

• Full-Time Hybrid Position: This is a full-time hybrid position, Monday through Friday, during normal core business hours. Flexibility for occasional nights and weekends may be required to address urgent needs or system maintenance.

Who We Are:

• Global Leader in Crew Accommodation Solutions: API is the global leader for crew accommodation solutions, revolutionizing how businesses manage travel.

• Innovative Technology Platform: Our cutting-edge technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the layover experience for crews worldwide.

Additional Information:

• Other Duties: Duties, responsibilities, and activities may change at any time according to business needs.

• Work Environment: This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.