Onsite Technical Support Engineer

As a member of the Onsite Support team, the Technician is the site custodian for all IT matters and will take full ownership to resolve directly or coordinate the resolution for end-user and site technical issues. The Onsite Support Technician also enforces (Group IT’s) policies and procedures and must attend the assigned site daily. Essential Responsibilities and Duties: Must be present at assigned location daily during business hours (except with Manager approval). The role cannot be fulfilled remotely. Work in flexible shifts with a 2-3 hour start and end time frame when needed Provides priority support to VP level users Provides second-line investigation and diagnosis Resolves and closes incidents/service requests as per help desk procedures & allocated timelines Escalates unresolved incidents/service requests within agreed timescales Logs all relevant incident, service request, and asset details per help desk procedures Communicates with the leads and managers regarding incident progress Ensures tickets are always updated until issues are resolved Complies with global IT policies Liaises with IT support groups and 3rd party providers when necessary Performs installation, personalization, and staging of PCs Performs IMAC (Install, Move, Add and Change) Conducts hardware and software maintenance and support Manage onsite New Hire Onboarding (where needed) Supports various ad-hoc initiatives/projects/audits and asset inventory Provides Onsite Support for all IT related incidents Coordinates with Provisioning and Depot for hardware repair and swaps Assists with Security Officer on IT security issues and Audits Assists local Server Team when server maintenance is required Creates/maintains process documentation where required Provides Special Events coverage pre/post regular work hours Local network support and/or assists Group Network team Hardware/software setup, installation, configuration, upgrades, monitoring, and troubleshooting Key Competencies: (working / support knowledge of) Windows and Mac OS support Android\IOS mobile device support Computer and networking hardware support Strong Troubleshooting Skills Solid understanding of the IT Service Management concepts such as SLA, OLA, MTTR, ITIL Audio Visual equipment including Polycom, Cisco, MS Surface Hub, and other presentation technologies Experience in handling tickets within Ticket Management and Asset Management Systems, such as BMC Remedy / HP IT Service Manager / Service Now Take complete ownership of the tasks at hand and adhere to agreed timelines, Description : Technical Product Engineer II Who we are: Atkore is forging a future where our employees, customers, suppliers, shareholders, and communities are building bette…

• 24 days ago

Minimum Education: 2-year Degree in Computer Sciences or relevant field 3-5 years direct work experience preferred Behavior: Fluent in English (spoken and written) Willingness to work flexible hours and travel when needed Initiative Ability to write technical support documentation a plus Excellent customer interface skills Good interpersonal communication skills Understanding of customer satisfaction principles and practices Team player Ability to work under pressure Good organizational and time management skills Good analytical and problem-solving skills Maintains strong attention to detail in high-pressure situations Strong communications skills, both written and oral

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technolo…