Senior IT Support & Network Engineer - Symantec Endpoint Protection (5-12 yrs) (Wenger and watson)

Overview :

Blackhawk Network is seeking an IT Desktop Support Engineer to join our India Service Desk Team. In this customer service focused role, the IT Desktop Support Engineer puts the customers, Blackhawk Network employees, first and provides an excellent customer experience to each employee. In this role, you will ensure proper computer operation and system access, so employees can accomplish business tasks.

Requirements :

- Project assignments with little to no supervision

- Desktop computing environment consists of Windows 7, Windows 10, MAC OS, and iOS

- Handle escalated requests from IT Helpdesk Analysts, via Help Desk Tickets (HDT) or telephone in a courteous and professional manner

- Deliver fixes to the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications sometimes using remote access technology

- Access software updates, drivers, knowledge bases, diagnostics utilities, and frequently asked question resources on the Internet and internal knowledge base to aid in problem resolution

- Understand, diagnose, explain and resolve common Office 365 issues, related to Outlook, Word, Excel, etc-

- Build rapport and elicit problem details from employees

- Perform post-resolution follow-ups to all help requests

- Record, track, and document the incident request problem-solving process through to final resolution

- Manage escalated incidents and resolve the incidents working with Desktop Services team to capture details in knowledgebase articles for future reference

- Asset Management tracking as equipment is deployed / assigned / returned to stock/ retired.

- Active Directory administration

- Provide VPN connectivity support for remote personnel

- Support all network printers and desktop peripherals

- Experience with configuring and supporting VLANS, DHCP, DNS, wireless, Security policies, Layer 7 firewalls, whitelisting and site to site VPN's.

- Evaluate documented resolutions and analyze trends for ways to prevent future problems

- Develop an understanding of how the IT Services that currently exist can be uniquely applied to the customer base

- Develop an understanding of the unique technology requirements that exist within the business unit(s)

- Suggest and advocate technology solutions and enhancements that meet the need of the business unit(s)

Qualifications :

- College degree preferred; equivalent and relevant experience considered

- 5+ years relevant End user support work experience

- 5+ years with LANWAN networking

- Exceptional customer service skills

- Experience working in a team-oriented, collaborative environment

- Knowledge of computer hardware, including laptops, desktops and peripherals (PC & Mac)

- Experience with desktop (PC & Mac) and server operating systems (Desktop computing environment consists of Windows 7/10, MAC OS, and iOS)

- Application support experience with Office 365 Business Applications and Services, MS Office, Outlook, SharePoint, Teams, etc

- Experience supporting Global Protect, Symantec Endpoint Protection, and various Adobe products.

- Experience using ServiceNow for Incident tracking and Asset management.

- Experience with utilizing JAMF for Mac management and imaging.

- Experience with utilizing SCCM for PC management and imaging.

- Working knowledge of a range of computer diagnostic utilities

- Able to maintain and track stock inventory

- Exceptional written and oral communication skills

- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

- Emphasis placed on telephone and remote assistance skills

- Strong documentation skills

- Ability to conduct research into a wide range of computing issues as required

- Ability to absorb information quickly and retain this knowledge for future reference

- Ability to present ideas in user-friendly language

- Highly self-motivated and directed

- Perceptive attention to detail

- Proven analytical and problem-solving abilities

- Ability to effectively prioritize and execute tasks in a high-pressure environment

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