Desktop Services Engineer

SPX Corporation Charlotte , NC 28201

Posted 2 months ago

Job Summary

The Desktop Services Engineer is knowledgeable with desktop/laptop imaging processes as well as the management of Ivanti End Point Manager. They also have a proven expertise in packaging and deploying software. They have a proven technical expertise in the support of end user hardware, software, peripherals, copiers, scanners, including, but not limited to, mobile devices. The Engineer must be very hands-on with technology, work well with virtual team members, and possess the ability to solve technical problems with limited assistance.

The Engineer is responsible for delivering IT services to end users in accordance with service level targets for incident and request fulfillment. The Desktop Services Engineer provides excellent customer service skills to all end users with the goal to resolve a majority of incidents and service requests on the first contact.

PRINCIPLE DUTIES AND RESPONSIBILITIES

  • Assist with maintenance and management of the Ivanti Endpoint Management environment.

  • Maintain and manage software deployments. Included but not limited to packaging software, deploying software via Ivanti Endpoint Management software, ensuring software deployments are working as expected.

  • Maintain and manage the SPX Windows image standard as well making continuous improvements and upgrades.

  • Manages the lifecycle (ticket generation to closure) of all incidents and service requests for their affected end users, which includes, but is not limited to the assessment of impact and urgency, accurate description, contact information, assignment to the appropriate resolver group, resolution code, and verification with the end user that ticket may be closed.

  • Resolves incidents and fulfills service requests (phone, e-mail, walk-up, self-service portal) for all end users in accordance with service level targets while demonstrating the highest level of customer service.

  • Escalates incidents to the appropriate IT operations resources in accordance with established procedure.

  • Monitors open tickets for accuracy, urgency and problem resolution within prescribed Service Level Agreements.

  • Communicates prompt and accurate status of assigned incidents, requests, and project work to IT operations management in accordance with procedure.

  • Participates in the review of Service Delivery reports and metrics to make recommendations or initiate procedures to improve unsatisfactory results.

  • Utilizes the company service desk system to log, and close user incidents and requests.

  • Creates and maintains document repository of fixes, installation procedures, technical tips, and other office technology processes

  • Identifies, researches, and assists with implementation of new technologies in accordance with IT operations policy and procedures.

  • Follows company policy with regard to internal controls as well as complies with SPX policies to ensure that the employee and the company act legally and with the highest standards of ethics and integrity.

  • This position will work to support the SPX IT Security Policies.

  • All duties as directed or modified.

KNOWLEDGE, SKILLS & ABILITIES

  • Possess strong working knowledge of packaging and deploying software via Ivanti's (LANDesk) management tool.

  • Proven expertise with desktop imaging technologies.

  • Proven expertise with software packaging

  • Working knowledge of Ivanti End Point Management suite/LANDesk Management Suite.

  • Working knowledge of Windows 10, 7, Active Directory

  • Excellent written and verbal communication skills

  • Strong organizational skills and the ability to prioritize effectively

  • Ability to present technology concepts to business audiences

  • Excellent written and verbal communication and time management skills

  • Level of attention, professionalism, and communications skills required to effectively support a senior leadership team.

EDUCATION AND EXPERIENCE

Required Education / Experience

  • Bachelor degree in computer science or a related field.

Preferred Education / Experience

  • Certified LANDesk Engineer (CLE) is a plus

About SPX

Headquartered in Overland Park, Kansas, SPX Cooling Technologies, Inc. is a leading global manufacturer of cooling towers, evaporative fluid coolers, evaporative condensers and air cooled heat exchangers providing full-service cooling solutions and support to customers in the power generation, petrochemical, industrial, refrigeration, and heating, ventilation and air conditioning (HVAC) markets for more than 100 years. SPX Cooling Technologies and its Marley and Recold product brands are part of SPX Corporation.

SPX is an equal opportunity employer and makes employment decisions without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, protected veteran status, or any other reason prohibited by applicable law.

Thank you for your interest in our company.


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Desktop Services Engineer

SPX Corporation