End User Support Engineer

UC Support Engineer

Responsibilities:

The EUC senior support engineer provides Cast Member service support in troubleshooting and supporting Windows operating systems, authorized applications and peripherals enabling the Cast Member to perform their functions.  Where there is a need, this engineer may be asked to provide support to colleagues who supports Mac devices and other onsite services; such as deployments, equipment pick-ups, move support, and other projects.  Furthermore, you will act as a lead to a team of EUC Support Engineers and potentially other EUC resources assigned to you.  You will act as the conduit between the Disney Business Unit and the locally assigned team.

Essential Functions and Duties: * Demonstrate basic knowledge across operating systems, applications, and technologies

• Be able to work autonomously
• Understand the responsibility of your employer, while working under the direct operational direction of the client
• Advanced troubleshooting skills
• Excellent communication skills (written and verbal)
• Provides ongoing support of the standard hardware/software needs of the Cast Member
• Work requires the exercise of discretion and independent judgement to investigate and resolve problems or situations
• Be responsible for all service delivered by the associated team
• Provide insight and reporting to the identified EUC SDM and EUC SDD
• Applies knowledge of processes and resources required to perform analytical and technical tasks on Apple platforms.
• Service delivery tool experience (ServiceNow experience a plus)
• Ticket management. Accept, manage, update, and close out tickets within guidelines
• Driving to various Disney locations (mileage expenses are reimbursable)
• Install and update operating systems and applications as required
• Assist level 1 and level 2 engineers troubleshooting issues
• Provide support functions for assigned projects requiring the level 2/3 engineer expertise
• Restoration of files and operating systems
• Be flexible, work as a team, be ready to work on all onsite services and projects

Required Qualifications:

• Ability to complete tasks within agreed upon Service Level Agreement or Key Measure requirements.
• 8+ years’ experience providing onsite support in an enterprise environment
• Understand and familiarity with SCCM software distribution platform as it pertains to policy, software, and patch distribution methodologies in an enterprise environment
• Extensive experience with Microsoft 365 product family
• Excellent communication (verbal and oral) skills to interact with Cast Member at all levels
• Ability to self-motivate and possess a strong desire to learn new technologies and share knowledge
• Associate or bachelor's degree desired

Desired Qualifications:

• Working knowledge of Active Directory and secure LDAP
• Working knowledge of MS ADFS * Working knowledge of Public Key Infrastructure (PKI)
• Very strong working knowledge of Windows 10 and higher
• Very strong working knowledge of MAC’s (including JAMF)
• Experience with VPN/Wi-Fi/IP/DNS, networking, and other enterprise network technologies
• Working knowledge of CrowdStrike security platforms
• Experience with BitLocker disk encryption
• Tech Certifications (A+, Hardware, Microsoft certifications a plus)

Behaviors:

• Be punctual, it is critical that you start your day at your agreed starting time and subsequently manage your time to arrive on-time to Cast Member appointments
• From the above, ensure you communicate when there is any deviation
• This role has many attributes, and it is imperative that you are flexible and deliver tasks that are assigned to you – across all EUC responsibilities

Other:

• Have a full, clean driving license
• Have access to a roadworthy vehicle