System Engineer III, EUC

As a key team member of the User Experience team, the Field Services Support Engineer will assist clients by providing outstanding customer service for all End User Services, solve IT challenges, one problem at a time, as well as collaborate with all departments to ensure timely communication and resolution. The Field Services Support Engineer will be located in our Irving offices and will frequently need to drive to our remote locations to service site specific requirements., * Primary daily responsibilities include: managing technical support incidents, and provide functional support and assistance to a local and remote user base, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently.

• Receive and respond to user inquiries, requests, and escalations via telephone, email, instant message, and case tracking system professionally with speed, accuracy and proficiency
• Drive to remote location to support the site by installing servers, networking equipment, and fulfill site specific technology needs
• Participate in a weekly Genius Bar / Depot Support team that provides local and remote breakfix solutions to the Enterprise
• Document activities and resolutions in ITSM solution
• Monitor ticketing system and email for notification and internal assistance requests
• Troubleshoot and resolve problems to satisfy requests
• Complete any necessary research and on the job training to resolve incidents in a timely and efficient manner, Key Metrics
• Participate in regular quarterly training courses
• Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
• Support maintenance of servers, and other devices when requested
• Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
• Improve knowledge of, and ability to operate, all technical support tools and technologies
• Provide end user training in small group sessions as well as perform new employee mentoring
• Participate and/or Lead in supporting IT requirements for events such as large conference/departmental meetings or company town halls
• Contribute technical solutions to the IT Knowledge Base
• Participate in projects and initiatives as directed by leadership

• Experienced gained through degree programs and/or certifications in Information Systems, or equivalent experience
• 1 - 3 years of hardware or software support experience in a large enterprise, desired
• Knowledge of PC/MAC hardware, software, networking, Active Directory system administration tasks, and mobile devices
• Basic to Intermediate knowledge or a scripting language, like Powershell.
• Knowledge of Microsoft Windows 10, Office 2016, mobile devices, imaging tools, software distribution tools (SCCM)
• Intermediate knowledge of Microsoft Windows 10 to Server 2012 R2
• Experience working with IP networking and networking protocols
• Experience supporting end user workstations
• Strong Analytical, troubleshooting and problem solving skills

Vistra Corporate Services Company