Job Title: Associate TIM Engineer
Location: PLANO, Texas (On-site)
Job Description:
- Single point of contact for end user to receive support and maintenance for computers and network system
- Ensure that Incidents and Service Requests have been dealt with to the Business users satisfaction
- Ensure that response time and resolution time objectives are met as defined in the SLA
- Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment.
- Customize desktop hardware to meet user specifications and site standards.
- Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime.
- Working knowledge of SCCM, AD, Exchange 2007/2010, DHCP, DNS and remote control tools.
- Troubleshooting network connectivity in a LAN/WAN environment.
- Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment.
- Work with WDS Management team to test and deploy desktop images.
- Provide and support Data Centre Activities.
- Support all Microsoft, third party and internally designed applications.
- Provide detailed documentation and communicate precisely with other IT teams as required.
- Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
- Ensure that there is sufficient support to clients and provide friendly customer service. Works with vendor support contacts to resolve technical problems.
- Knowledge of all software applications used within the organization.
- Responsible for tracking hardware and software inventory Skills: In depth knowledge of Windows desktop technologies.
- In depth knowledge of Desktop and laptop hardware.
- Intermediate knowledge of TCP/IP, DNS and Internetworking Technology.
- Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).
- Knowledge of ITIL.
- Knowledge of Server, Voice & Communications Infrastructure.
- Knowledge of various Operating systems (e.g. Windows, Linux, Apple).
- Knowledge of Audio and Video Conferencing technologies.
- Good communication Skills (both verbal and written).
Candidate Must-Have:
Technical Skills Must:
- Windows OS support (desktop technologies, hardware troubleshooting).
- Experience with SCCM, AD, Exchange, DHCP, DNS.
- Network troubleshooting (LAN/WAN).
- Intermediate knowledge of Microsoft Office Suite.
Experience:
- End-user support (desktop, laptop, and peripherals).
- Knowledge of ITIL processes.
- Strong troubleshooting skills in both software and hardware.
Certifications (Desirable but not mandatory):
- ITIL certification.
- Certifications in Windows, hardware, or networking (e.g., CompTIA A+, Network+).