JOB DESCRIPTION: The IT Support Specialist Engineer L2/L3 - Windows, provides enhanced technical and end-user support for high end laptops, web and client-server based desktop applications and all corporately provisioned devices, for all staff, with a significant focus on Windows 10, Microsoft Office, SharePoint, Teams and Cisco WebEx. General responsibilities include but are not limited to: setup and provisioning of IT equipment to New Hires, timely troubleshooting and resolution of any hardware problems on corporate devices including laptops, tablets, cell phones, printers, meeting rooms and projectors as well as application software, and operating systems. The on-going support and maintenance of computers and applicable equipment over its complete life cycle for company hardware, software, and periphery components. Participation to IT projects as required. Troubleshooting and maintenance of internal corporate support systems and the on-going development and maintenance of laptops-related systems such as automated SCCM provisioning. The ability to provide enhanced support to domain controllers is required. Knowledge and enhanced experience working with ticketing and desktop management applications and systems. These responsibilities require both independent and team-based investigation, initiative, good judgment, good communication and problem solving skills as well as the ability to work within a team or with minimal supervision. Support Specialist Engineers are required to provide support and coverage as required. In the event coverage is needed for any statutory holiday, a day in-lieu is provided. Your Job: ? Timely and high quality delivery of corporate services and assets such as the provisioning and setup of employee hardware (laptop, mobile device, workstation, and workspace), Microsoft Office, Microsoft Exchange, Microsoft Active Directory and overall management of corporate assets ? Assist with the installation, configuration, testing and ongoing usability of laptop computers, peripheral equipment and software for both local and remote users ? Investigation, diagnoses, troubleshooting, administration and final resolution of all assigned work relating to supported: operating systems, desktop applications, hardware, and peripherals including but not limited to Windows (7, 8, 10), Microsoft Office Suite, SharePoint, Teams, Service Now, Anti-Virus, Adobe DC, DUO, Cisco Webex, FileMaker, Veeva CRM, Canon UniFlow, Cisco equipped meeting rooms, Corporate Mobile Devices (iOS), Tablets (iPadOS) ? Timely resolution of laptop workstation network related issues ? Create and maintain a well-organized inventory list and storage area of all equipment and parts for all Incyte affiliates in Europe ? Perform any necessary upgrades on systems to ensure their longevity ? Assist in maintaining internal systems including IP telephone system and telephone peripherals ? Tickets and ticketing system including: creation, administration, action, and closure of assigned work request tickets ? Evolution and support of the laptop deployment automation tool suite ? Active Directory support as needed in support of resolution of end-user laptops or operating system related issues ? Updating and enhancing internal procedures and ensuring that all documentation, runbooks, knowledge base (kb) articles, project plans, business cases, and Method of Procedures (MoPs) are up to date ? Contribute to team strategy and operational discussions About You: ? A post-secondary degree or diploma in Information Technology Management with experience supporting desktop/laptop computing needs within a networked environment, or equivalent combination of education, training and experience ? 3-5 years' experience building, troubleshooting, and repairing desktops and laptops in an enterprise environment ? 3-5 years' knowledge of, and experience with Windows operating system specifically version 10 ? Extensive experience and knowledge of additional operating systems and associated hardware including Microsoft Windows 10, Apple products, iOS, iPadOS, and Android ? Demonstrated knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment including Windows and MAC AD integration ? Enhanced knowledge and working experience with end-user applications including: AntiVirus, WebEx, Microsoft Exchange, Microsoft Office Suite and related applications such as Outlook, Visio and Project ? Working knowledge of VMware virtualization, both client and server ? Enhanced experience with scripting (PowerShell) and zero-touch desktop deployments ? Enhanced knowledge and experience with Desktop Support Management tools such as GPO, SCCM, and/or SCOM ? Full understanding of local area networking and the setup and configuration of end user devices, such as desktops, printers, wireless access points and other wireless devices ? Demonstrated initiative and follow-through for ensuring high quality delivery and continuous improvement of services ? Demonstrated ability to learn quickly and work both collaboratively in a team environment as well as independently in an effective and organized manner, within a complex and challenging environment ? Ability to prioritize assigned workload and respond quickly to critical issues ? Comfortable working under pressure in a dynamic and fast-paced setting ? Excellent interpersonal and communication skills in both verbal and written English ? Highly resourceful with good problem-solving abilities and an enthusiastic commitment to continual learning including CI/CD
...
