Senior Engineer - End User Support (Enterprise End-User Services)

Location: Miami, FL Scheme: Hybrid What will you do? - Laptop Imaging -Install and configure computer hardware, operating systems and applications. - Monitor and maintain computer systems and networks. - Set up new users' accounts and profiles and deal with password issues. - Provide support and convey resolutions to customer issues following ITIL process. - Troubleshoot system and network problems, diagnosing and solving hardware or software faults. - Track, route and redirect problems to correct resources. - Delivery of IT services and VIP support functions to ensure optimal service. - Ensure systems, procedures, and methodologies support outstanding service delivery. - IT communications regarding IT activities and maintenance. - Technical troubleshooting and issue remediation for end user systems and technologies. - Support and deliver end user service enhancements and design and drive change implementations. - Work with Service Desk, Enterprise Applications, Security and other teams to identify and resolve escalations and outages. - Assess and identify solutions for advanced customer inquiries and seek to optimize IT Service Delivery processes. - Provide consultation and support to business users regarding IT Service operations. - Work with Business/IT/users to research solutions for existing service improvements or any new service launch. - Follow up with customers, provide feedback and see problems through to resolution. - Utilize excellent customer service skills and exceed customers' expectations. - Ensure proper documentation and help create KB documents for common problems. - Recommended procedure modifications or improvements were necessary. - Preserve and grow your knowledge of IT support procedures, products and services. What do you need to know? - At least 4-6 years of experience in a cross-cultural, multi-national environment performing end user support duties in a large complex network environment including good knowledge of Microsoft M365 and AD technologies. - Expertise in supporting End User Computing hardware and software, including laptops, desktops, mobile phones, tablets, printers, MS Office, Remote Access, Video Conferencing, VDI etc. - Experience working in an end-user desktop support role or computer operations environment required. - Experience working in Windows OS, Microsoft Office - O365 and M365 products. - Experience in Patch management, printer / peripheral device troubleshooting. - Experience in documenting, tracking and monitoring incidents and problem to ensure a timely resolution in IT Service Management ticketing systems. - Must have deep subject manner expertise in hardware, peripherals and enterprise software support, reimage and data migration, break-fix, international travel support, device back-up and restore, mobility, email, IMACs (installs, moves, adds, changes) and ad-hoc support for technology users. - Experience using Active Directory, SCCM/ManageEngine, Intune - Mobile device management TCP/IP, DNS and DHCP, JAMF, VPN, Security tools like Sentinel One, TrendMicro, and similar tools to support first contact resolution. - Experience in the full lifecycle of end user devices, including provisioning, monitoring, remote managing, re-imaging, de-provisioning, and retiring. - Must be able to manage and organize your own workload and utilize your resources to ensure executive issues and requests are resolved. - Proven ability to learn quickly and utilize latest technologies to develop and implement superior solutions in a high-pressure environment. - Experience following policies and guidelines on security and confidentiality. - Focused team player with strong ability to provide independent leadership for successful project outcomes and achievement of desired objectives. - Excellent communication, interpersonal and analytical skills. - Experience performing system administration responsibilities within an enterprise environment and supporting end-to-end technology services and solutions. - Experience supporting Audio Video Conferencing technology and Live Meeting Streaming. - PowerShell scripting background and ITIL Knowledge and ITSM Tools like ServiceNow, ServiceDesk experience. - Strong ability to communicate effectively (oral & written). - Reliable and cooperative team player. - Excellent customer service even during tough situations. - Attention to detail, well organized, and able to set priorities. - Ability to work independently in absence of daily supervision, exercising sound judgment and initiative. - Ability to perform successfully in a fast-paced, intellectually intense, service-oriented multicultural environment. Preferred Experience & Skills - Expert use of ServiceNow AI or equivalent, Microsoft Copilot and Claude/ChatGPT or equivalent for AI-powered IT service desk automation, intelligent incident resolution and self-service IT support for advanced infrastructure management, AI-assisted automation and intelligent operations - Proficiency with generative AI (Claude, ChatGPT or equivalent, Copilot) for technical design documents, architecture decisions and team knowledge management - Understanding of how AIOps and AI-powered automation are transforming enterprise IT operations at scale - Experience using Microsoft Copilot for Microsoft 365 and AI-powered self-service tools to reduce IT support contacts and improve end-user productivity Educational Requirements - BA/BS/BE/B.Tech degree in a technical area (Computer Science, Cyber Security, etc.). - Microsoft Certified Desktop Support Technician Certification or equivalent. - ITIL certification is good to have - IAT II certification (CompTIA Security+ CE, SSCP, CCNA, or equivalent required at start) What do we offer? - Open culture and challenging opportunity to satisfy intellectual needs - Flexible working hours; Work-life balance - Smart working: hybrid remote/office working environment - Excellent, dynamic and multicultural environment