Desktop Support Engineer

• The Desktop Support Contractor role is part of the Employee Enablement Organization, which is a service-focused organization that acts with empathy, urgency, and a strong drive to deliver the highest quality results and outstanding customer experience.
• The Desktop Support Technician is expected to support our internal customers, both onsite at our HQ locations and through our Remote Support services, to ensure a seamless and delightful experience.
• This resource will need to have the ability to adapt to a dynamic fast-paced environment. The technician will be a team player and update daily documentation while engaging in daily status updates.
• Their aim is to provide excellent customer service and support that consistently delights customers., * Provide exceptional IT support (Incident and IMAC) to internal customers ensuring a high level of customer satisfaction.
• Ensures service levels for customers are met, identifies opportunities for improvements and implements these as agreed upon.
• Stage and configure machines for new hires and deploy new hardware as needed.
• Work with the Build Center team to provide timely delivery on all hardware deployments.
• Complete workstation replacements for users that qualify for new workstation replacements.
• Test, configure, install and manage repair of all IT related equipment (hardware and software).
• Knowledge base documentation contribution.
• Accurately log and track ticket related workload in a timely fashion.
• Customer engagement - Ensure frequent and timely updates to internal customers regarding status of any outstanding issues and work that is in progress.
• From effective relationships with Business, Brands, Corporate functions, Delivery, Apps Support, fellow team members and External Service Providers.
• Above all, focus on support of people as opposed to technology.

• Minimum 5 years of relevant experience in IT support at 2nd level within a Corporate IT support environment.
• Exceptional Customer Experience skills and Customer Success obsessed.
• Thorough understanding of service desk and customer support environment.
• Deadline oriented with appropriate sense of urgency and ability to make quick and informed decisions.
• Tolerance for ambiguity in a consistently changing environment.
• High energy level and creative problem-solving abilities.
• Excellent verbal, written and interpersonal communication skills with the ability to present complex ideas in clear, concise fashion to technical and non-technical internal customers.
• Proven analytical, evaluative, and problem-solving abilities.
• Self-motivated team player.
• Expertise in MS Windows 10, OSX, iOS, MS O365, and MDM for mobile devices.
• Remote desktop assistance tools (Nextthink), Automation & Scripting, Service Now, SCCM, JamF, Zoom, MS Teams, Slack.

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.