IT Support Engineer - Helpdesk

OUR COMPANY:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO: As an IT Support Engineer, you will provide hands-on support for client hardware and software on Windows and Mac, and support meetings and events across our offices. We're looking for someone who is technical, resourceful, and comfortable working in a distributed team whilecommunicating with a variety of users. You will report to the Sr. Manager, IT & AV Services.

KEY RESPONSIBILITIES:

• Provide onsite and remote technical support across hardware,software, and account access requests via Slack, walk-ups, and ServiceNow tickets
• Support hybrid meeting environments across conference rooms and event spaces,ensuring seamless experiences for both in-person and remote participants
• Manage, maintain, and troubleshoot Windows, Mac, and mobile devices, along with general site equipment
• Manage our ticket queue to ensure Service Level Agreements are met with excellent customer support etiquette
• Manage the full employee device lifecycle such as provisioning, deployment, offboarding,and e-waste for Windows, Mac, and mobile devices
• Assist with user onboarding and offboarding processes
• Administer and support core SaaS tools including Okta, Google Workspace and Slack
• Follow documented processes and standard operating procedures (SOPs) for all supporttasks
• Use asset tracking systems to manage device records, check-ins/outs, and stock levels
• Perform regular checks and basic troubleshooting of AV equipment (displays,microphones, cameras).
• Set up and tear down conference room tech for meetings or events
• Create and maintain documentation including runbooks and SOPs in our knowledge base

ESSENTIAL CRITERIA:

• 3+ years experience working in an IT Support role
• Broad knowledge of macOS and Windows devices in an enterprise environment, with the ability to perform advanced troubleshooting
• Experience with Google Workspace Administration
• An understanding and awareness of Security standards
• Ability to work independently, manage competing prioritie
• Have an understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
• Excellent interpersonal and communication skills
• Strong customer service orientation with proven ability to manage user expectations and deliver timely support
• Familiarity with video conferencing platforms: Google Meet, Zoom, Microsoft Teams
• Comfortable with physical work: lifting equipment, running cable, setting up and breaking down event spaces

DESIRABLE CRITERIA:

• Comptia A+ Certification
• Advanced Windows, macOS administration skills/certification
• ITIL Certification
• Certifications in AV (Q-sys Level 1+, CTS, CTS-I, CTS-D) and/or Networking (e.g., CCNA,CWNA)
• Experience with ServiceNow or similar ITSM platforms

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.

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