Job Information
X.L. Global Services, Inc. Deskside Support Engineer in Exton, Pennsylvania
Duties: Deliver Information Technology support services to U.S. colleagues in both local and remote offices across the country on internal client computer systems. Resolve complex and everyday service requests and issues relating to client computer hardware and software problems. Provide assistance and follow-up on colleague inquiries. Perform client computer hardware and software installations. Resolve IT issues and requests and manage colleague expectations. Provide support to office users and onsite visitors as well as providing remote support services for all colleagues. Interact with and support users onsite with their technical issues and requests via remote control support, Teams calls and desk-side visits. Unbox, image, configure, test, deploy and troubleshoot desktops / laptops running Windows and common peripherals including multifunction and desktop printers, monitors, and docking stations following all asset management processes and procedures. Receive, test, and deploy replacement phones. Assist end users with questions and issues that occur during interactions of the Mobile support team. Assist with support and troubleshoot introduction of new software and deployment as needed. Interact with vendors and provide hands on support. Assist and train users, when necessary, on common productivity applications including the Microsoft Office 365. Provide Tier 1 support of wired and wireless networking, remote access, VPN, multi-factor authentication, and security Audits. Escalate issues as needed to senior infrastructure Staff. Learn and support the audio/visual technology equipment as requested. Support colleagues across department, management, and leadership team to fulfill operational service levels, department initiatives and project deliverables. Provide onsite white glove support, build strong relationships with executives, support staff, and visitors and promptly assist them with their questions, incidents, and service requests. Image, prepare and ship new hire /replacement equipment ensuring deadlines are met. Prepare and maintain support documents to maintain current knowledge up to date with changes in technology. Interact with vendors in organizing recycle pickups and printer maintenance. Feed demand into the Continuous Service Improvement Plan, and Infrastructure Development demand management process, with suggestions fed through to Infrastructure Support Team Lead. Feed requests for Changes to the production estate to the Infrastructure Services Manager, or Infrastructure Development Team Leads. Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management). Feed into Major Incident Management and Problem Management processes as required. Communicate with colleagues to provide technical support in a customer-focused way.
Requirements: Requires 5 years of experience in any job title/occupation/position providing deskside support. Experience specified must include 5 years of experience with each of the following: Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, infrastructure, desktop applications, technologies and architecture; maintaining colleague satisfaction per SLA's and colleague feedback; HP Desktops and Laptops; Apple Mac, iPads, iPhones and Smart Phone Technologies; Cisco IP Phone Systems; MDM Solutions; Microsoft Office 365 or higher, including Project, Visio, Access and TEAMS; Citrix XenApp Suite; Antivirus Enterprise Solutions; IT Helpdesk Solutions, including Service Now, Assyst or similar; Polycom and Cisco VC Solutions; Crestron AV Systems; and Networking and VPN Concepts.
Internal Referrals for this position are eligible for the Employee Referral Program.
*Employer: * XL Global Services, Inc.
Work Location: 505 Eagleview Blvd, Suite 100, Exton, PA 19341
Hours: M-F, 37.5 hours/week
*Salary: *
- The pay range for this position is $75,296 to $85,100/year. Actual pay will be determined based upon the individual's skill, experience and location. We strive for market alignment and internal equity with our colleague's pay.
For more details about AXA XL's benefits offerings, please visit myaxabenefits.com
Apply at: * Apply online at www.axaxl.com/about-us/careers and click "Browse. Register. Apply." to reach search page. Type *Deskside Support Engineer or Job #25000001 into the position title field to find and apply for this job. If job is not appearing, e-mail your resume including reference # 25000001 to AXAXLTalentAcquisition@axaxl.com
Contact: Cynthia MacGregor
XL Global Services, Inc. (a member of the AXA SA Group)
677 Washington Blvd, Suite 1000
Stamford, CT 06901