EUC Field Engineer

This is an onsite role, reporting-in daily & requires traveling to client end users (locally).

Title: EUC Field Engineer - System II (Mac / Macintosh Support)
Responsibilities
Ticket management and documentation
Addressing user tickets regarding hardware, software and networking
Learning independently about our end users' ever changing systems
Working on location on a daily basis
Meeting / exceeding / managing fixed timelines & SLA's
Following up with end users to ensure their systems are functional & in compliance
Following technical documentation and manuals

Onsite & Remote:
Imaging & staging systems (installing operating systems, software, hardware, peripherals, etc)
• Coordinating the deployment of all systems (including new, refreshes, break/fix, replacements, etc)
• Assisting end users with installing (supported) software
• Assisting end users with installing & setting up (supported) peripherals & monitors
• Conducting both remote & onsite troubleshooting, diagnosing problems, and resolving issues timely
• Facilitating hardware repair with external vendors

Preferred Skills & Experience- Minimum of 3-5 years
• ACMT - Apple Certificate Macintosh Technician (or equivalent)
• Apple Mobile Device Certification

• In-depth experience in supporting Apple hardware & software (desktops & laptops)
• Basic proficiency in Apple mobile support (iPad, iPhone, Apple watch, and iOS troubleshooting experience)
• Clear understanding of the macOS operating system(s) & built-in software

• Basic proficiency with the following applications: Jamf Pro, Service Now (SNOW), Microsoft Office, Safari/Chrome/FireFox/Microsoft Edge, Unix/Bash
• Basic proficiency with remote based applications: Apple Screen Sharing, VNC, RDP, Citrix, etc
• Basic proficiency with various VPN applications: BIG-IP Edge Client, Pulse, etc

• Comfortable operating in high intensity situations
• Prioritize and organize tasks based on urgency and needs
• Able to work within a team and independently
• A demonstrated history of pursuing learning objectives independently
• Experience troubleshooting or supporting Microsoft platforms (e.g. Office 365, Active Directory, all current flavors of Windows)
• Experience creating, troubleshooting, supporting VMware Fusion / Parallels Desktop Virtual Machines
• Knowledge of networking principles, what they mean, and how they interact (TCPIP, DNS, DHCP, LAN/WAN)
• Experience installing, troubleshooting, and maintaining peripherals
• Experience troubleshooting standard hardware issues and running diagnostics
• Knowledge in standard IT Security practices (virus remediation, firewalls, phishing, etc.)
• A strong background in customer service
• Demonstrable ability to quickly learn and support various business applications
• Experience with vendor management is a plus