Sr. Desktop Support Engineer in Austin, TX

$100K - $150K(Ladders Estimates)

YETI Coolers   •  

Austin, TX 78701

Industry: Retail & Consumer Goods

  •  

8 - 10 years

Posted 27 days ago

At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you'll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you'll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.

Overview:

YETI is looking for a Sr. Desktop Support Engineer (DSE) to support operation and future enhancements to the desktop systems. The Sr. Desktop Support Engineer (DSE) ensures that employees remain productive by providing on-site support for hardware, software, applications, installations and mobile devices while ensuring a positive employee experience. They will act as the "face of IT" for the customer and offer a personalized experience to the end-users. They can build upon a positive culture and are well versed and educated advocates of improving the end-user's IT support experience. To build a quality end-user experience, the DSE partners with client management and their vendors daily. In the process, this role will continuously document and improve on current operational processes while providing operational support.

Responsibilities:

• End-user facing expertise in providing support for hardware and software issues within end-user computer systems (MAC 10% and PC 90%) to include desktops, laptops, printers and mobile apps

• Advanced knowledge and training in configuration, installation and troubleshooting desktops (MAC and PC), laptops, printers and mobile applications

• Respond to end-user product related questions for all supported hardware, software and applications

• Understand and maintain/outperform service levels established

• Maintain all necessary certifications to perform required responsibilities in support of specific computer networks, hardware, software and applications being supported

• Basic knowledge of networking and Cisco routers and switches

• The ability to multi-task and handle ever changing priorities

• Willingness to learn new skills and work outside of your comfort zone with the end-user community

• Provide Level I and II support via phone, email and primarily on-site at client locations to support service needs as required

• Maintain various messaging systems and client platforms (Email, Slack)

• Manage user accounts, permissions, email, anti-virus and anti-spam

• Efficiently diagnose, troubleshoot and resolve technical issues at desktop, server and network level

• Provide on-site technical support that may involve but not limited to; installation of hardware or systems, software, network and communications devices

• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority and criticality

• Modify configurations, utilities, software default settings, etc. for the local workstation

• Administer and manage all new user account creation

• Administer and manage Active Directory database making sure to keep it updated at all times

• Maintain an accurate inventory of all Microsoft online licensing


Qualifications and Attributes:

• 7+ years experience in a customer facing deskside support/end user computing role

• Associates or Technical Degree is preferred

• Must have excellent communication skills, positive attitude and be engaging with end-users

• Experience with MAC, Microsoft® OS and Microsoft Office® applications

• Experience with problem solving in a support-oriented environment

• Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications.

• Exceptional soft skills and troubleshooting skills

• Team player, good communicator, self-directed work style

• The ability to communicate politely, clearly and effectively and persuade and/or influence internal customers at a high level such as senior management on matters of a technical and/or complex nature

• Must possess excellent communication skills and ability to work in a team environment with Ability to identify, develop, standardize, and document operational processes

• Desire to contribute to a fast paced, growth-oriented company

• Prior experience migrating and/or supporting hosted instances on Amazon Web Services (AWS) or Microsoft Azure.

• Provide technical expertise and participation in technical projects across multiple teams

• Strong attention to detail and the ability to determine the root cause of the problem

• Excellent organizational & interpersonal skills with attention to detail

• Prioritize while able to adapt to changing priorities

• Ability to work independently within set guidelines


Valid Through: 2019-11-15