Sr. Desktop Support Engineer - Apex Systems

Job#: 2012754

Job Description:

Apex Systems, a World-Class Technology Solutions Provider, is seeking applicants for the below position on behalf of our client.  Please apply if interested and qualified.  Please note that only qualified candidates will be contacted.
Position: Sr. Desktop Support Engineer
Location: Remote
Duration : 4 Month Contract-To-Hire
Rate Range : $68-$75/hr
Position Overview:
The Sr. Support Engineer provides strategic/tactical support for the company’s elite/executives, return to services initiatives and end-user services modernization efforts.  The role will participate in all end user computing IT service and support activities.
The Sr. Support Engineer must have experience with supporting executive staff, possess wide and deep technical troubleshooting skills, strong verbal and written communication skills and oversee that our support staff perform their jobs consistently and with the highest degree of customer service (white glove) on or off campus.
The candidate must have in-depth senior level technical hands-on experience with end user focused cloud computing platforms (AWS, Azure, Citrix, Office365 and End-Point Manager), troubleshooting of collaboration products, experience with end-point computing, software packaging and mobility/tablet IOS and Android devices.
The Sr. Support Engineer must demonstrate technical competency in cloud computing, MDM, SCCM, Microsoft Windows, Microsoft Office, iOS, Android and MacOS and other End-User technologies Candidate will be expected to configure, implement, and maintain the shore side and shipboard End-User Services IT solutions.
The Sr. Support Engineer is responsible for analyzing new/existing end user technologies, configuring, testing, troubleshooting, and ensuring proper implementation of End-User Services, related systems and contribute to the overall quality of End User IT services. The candidate will be involved in assessing and providing recommendations and design. documentation related to the configuration, performance, availability, and capacity of End-User Services and hardware.
This role will work with other IT Teams and IT Service Providers to plan the support and maintenance/upgrades of the End-User Services with a focus on the executive areas. This includes identifying operational gaps and making recommendations on proposed enhancements to the existing services and hardware.
This role will work collaboratively with the operations/logistical teams and service providers to design the best approaches to be used to measure quality control, recommend best practices, and provide foresight on the latest hardware and software technologies.
Day to Day Responsibilities/typical day look like:
End-User Services Implementation:
Work with the Information Technology managed services teams to implement End-User Services software, tools & hardware (i.e., Build & Acceptance to Run documentation, Knowledge Base Articles, etcetera). Assist in implementing pilots and test plans to test new hardware and functionality using information gathered from the exercise and program and manages strategies for successful deployment and adoption. Participate in validating the internal documentation for all implemented and customized supported desktop operating systems, applications, and utilities for ongoing use within the organization. Ensure the Disaster Recovery mechanisms and documentation are in place for the executive area post-implementation.
End-User Services Design and Selection:
Participate in the architecture and design of the End-User Services & Cloud Computing, including the tools, services & hardware required to support new business & Executive requirements. Work with the Information Technology teams to ensure that End-User software, tools & hardware interacts appropriately, consideration of minimal systems software and data conversion impacts, and other areas of impact are addressed and meet performance & cost requirements. Ensure solutions will meet the business and Executive needs. Ensure End-User Services adhere to Global & Brand Information Technology Infrastructure standards and security policies.
End-User Executive Services Support:
Actively partake in the support activities related to Executive End-User education and adoption of End-User Information Technology Services. Available as a backup technical support resource for our Executive users.
End-User Executive Services Improvement:
Actively contribute to the continual service improvement plans for the overall End-User Services & hardware. Monitors and enforces End User Compute Standards & Policies related to End-User Services whenever necessary.
End-User Services Development:
Acts as a mentor for fellow team members and assists the teams efforts to develop and configure End-User software, tools, cloud/virtual environments & hardware from conceptualization through stabilization for all End-User Services. Provide recommendations to Information Technology managed services team when required to test, debug, analyze performance or troubleshoot issues. Reviews and approves documentation related to End-User Services. Actively assist with the application repackaging and deployment of End-User supported applications for our managed environment.
End-User Services Maintenance:
Collaborate with peers on planning all activities associated with supporting and maintaining the End-User Services software, tools, cloud computing & hardware. Actively provide ongoing guidance to the Information Technology Managed Services support group for critical operational issues related to software, tools, cloud computing & hardware. Recommend technical strategies and solutions to the Information Technology Managed Services group to maintain and expand service levels. Actively provide feedback on Root Cause Analysis reports for systems outages related to End-User Services and the impact on the Executive area. Provide expert-level troubleshooting for complex End-User support issues and incidents.
Performance and Capacity Management:
Provide feedback with capacity planning information to the Information Technology Managed Services provider. Responsible for efforts related to the procurement & disposal of assets for the executive area. Collaborate with the Information Technology Managed Services provider to establish the correct dataset to report service utilization. Ensure performance measurement indicators for End-User Services and is responsible for working collaboratively with Information Technology operations and service providers to maintain expected targets, especially for the Executive area. Actively provide capacity & refresh plans for End-User Services for the Executive areas. Foster coordination with the End User Architect, other Engineering groups, and Managed Services Providers & Logistics to ensure systems tuning recommendations and prioritization provided to the Executive staff.
End-User Executive Video Conferencing Services and support:
Assist with the oversight, support, and maintenance of the companys current video conferencing (VC) equipment/connectivity throughout the campuses that are used for the general population and especially for the Executives. Responsible for providing senior-level technical support on or off campus and direct/immediate assistance for the Executives. Assist with the evaluation of the latest video conferencing technologies and collaboration platforms.  Provide backup support and ownership of coordinating and setting up large/executive events requiring video conferencing, audio/visual (A/V) component setup and providing personal computer support.
Selling Points for Candidates:

1. Opportunity to work for one of the largest cruise lines in the world
2. Potential to roll on permanently with benefits & bonus potential

 
MUST Haves:
9+ years of experience in relevant roles
Computer Languages: PowerShell, Batch, HTML, CSS, SCCM, OSD
Operating Systems: SCCM, XP/7/8.1/10/11/Server2003/08/12/16/19/22, Windows, Android, Mac-OS, iOS.

• Strong understanding of desktop support and OS, individual should be able to hop in there (DLL, OCX’s)
• Have experience as in a help desk role
• Active Directory Domains (how SCCM interacts), DNS, PCPIP
• Imaging Experience
• Application packaging experience (Use these for search- MSI, MSIX, APP-V)
• SCCM / MECM experience (look for those with SCCM in their past job titles)
• Extensive Endpoint experience
• Patch, Autopilot, Documentation, Azure, Intune experience

NICE TO HAVES:
Certifications: ITILv3, CIW-Site Development Associate, CompTIA A+
*Please note that as a contract employee of Apex Systems, benefits include the below with employee contribution*  

• Health
• Dental
• Vision
• Life Insurance; Short Term Disability
• Hospitalization Coverage
• Direct Deposit
• Weekly Pay Periods
• Training and Development Programs
• 401k
• Referral Program

 

 

 

 

 

 

 

 

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.