TripAdvisor, the world’s largest travel site, is looking for a talented Desktop Support Engineer for a key role on the IT Support team.

The IT Support team’s responsibility is to provide gold standard end-user support and maintenance to internal employees. Support is provided both in-person and remotely and includes the support of laptop computers, mobile devices, printers, IP telephones, audio/video equipment, video conferencing systems, the administration of our self-service portals, Exchange email and calendaring, access control for Windows and Windows file servers, and our Asterisk-based IP telephony system

Being a team lead role you will be responsible for situational awareness of the customer support environment on a daily basis over a global theatre. You will lead by example by providing experience and support to the team and direct them as required. You will lead project teams responsible for a number of goals across the IT spectrum, identify areas for improvement and make an active input into the project roadmap and overall global strategy.

 

Description

  • Experience or proven record of managing systems enterprise configuration and automation routines
  • Building advanced application packages, task routines/sequences
  • Builds complex data queries or execute changes in systems
  • Builds robust compliance, operational and service reports
  • Measures problems size and resolution outcomes
  • Advising suitable hardware and software to meet company needs
  • Acquiring, installing, testing, and maintaining project components and operating systems
  • Project Managements & Risk Assessment
  • Security Vulnerabilities and Remediations  
  • Provide premier customer service focusing on the end-user at all times.
  • Be responsive to ticketed customer service requests, as well as business needs.
  • Manage projects alongside customer tickets and prioritise effectively.
  • Work with Microsoft SCCM and/or JAMF Casper Suite to manage the estate
  • Experience reporting with Microsoft SCCM and utilizing SSRS
  • Utilize PowerShell to automate common tasks
  • Knowledge of and experience with Python, Powershell and/or Bash scripting is a plus
  • Knowledge of and experience with reporting and automated ticket flow within Atlassian’s Jira Ticketing System is a plus
  • Support at an expert level Windows 10 OS
  • Support Linux at a basic level
  • Support Mac OS X, iPads, and mobile phones including iPhones and Android phones.
  • Configure and deploy Windows 10 and Mac OS X through imaging technologies including SCCM, PXE Boot, disk sector cloning and CloneZilla.
  • Support enterprise level video conferencing including Cisco and cloud based technologies
  • Support Exchange email for various mail clients including MS Outlook for Windows and OS X, Microsoft Outlook Web App, Mac Mail, and Thunderbird.
  • Configure and support network printers for OS X and Windows.
  • Support end-user’s VPN and two-factor authentication configuration.
  • Maintain our end-user self-service portals, updating them on a regular basis and pointing out areas for improvement.
  • Consistently update the ticketing system, ensuring proper documentation of all work effort
  • Create KB articles for any work that the Desktop Team is not familiar with
  • Be capable of working individually and as part of a team.
  • Proactively address new and emerging problems.

 

What will make you successful?

  • An inquisitiveness to dig into a problem and truly understand why issues are arising.
  • Must be able to work on multiple projects/priorities in a deadline-driven environment.
  • Must be able to remain calm in pressure situations and adapt quickly to change.
  • Proactively address new and emerging problems.
  • Desire to go above and beyond at all times to serve our customers
  • Lead or participate in a variety of cross-functional teams to proactively address support issues.
  • Key contributor to the operational effectiveness of the endpoint infrastructure, architecture, and deployment

 

Education/Experience

  • 5-8 years of experience working in Windows PC Support or an equivalent occupation
  • 5 years support of Macs and Apple products
  • 3-5 years in desktop engineering role and/or a tech lead role within a desktop support team

 

Bachelor of Science, Computer Science or equivalent degree. Computer Industry certifications on Endpoint device management




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