General Information

Location: Princeton, NJ

Organization: WCG

Job Type: Full Time - Regular

Description and Requirements

SUMMARY OF POSITION:  The IT End User Services Engineer responsible for providing Tier 2 and 3 troubleshooting and operational support including operating systems releases, upgrades, service pack installations, bug fixes, and security updates to colleagues at various locations. This position will help solve critical issues and be a point of contact for other members of the team.

VACCINATION REQUIREMENT:
To be considered for U.S.-based positions unless currently employed by WCG, where permitted by applicable law (including any applicable reasonable accommodation, medical or religious exemption), candidates must have received or be willing to receive the COVID-19 vaccine by start date.

EDUCATION REQUIREMENTS:
  • Associate degree in Computer Science, or related disciplines are preferred.
CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS:
  • CompTIA A+ and/or Microsoft Certified Solutions Associate (MSCA) Windows 10 certification desired.
QUALIFICATIONS/EXPERIENCE:
  • 5+ years of End User Computer engineering experience in a medium to large Enterprise with documented policies and procedures.
  • 3+ years of Tier 3 support to on-site and remote end users for desktops, laptops, and related desktop devices like docking stations, monitors, etc.
  • 2+ years of experience and expertise in Windows operating systems and tools, gold image builds, deployment and maintenance.
  • Solid experience with MS patching/updates using SCCM or similar tools.
  • Good working knowledge of VDI technologies (VMWare, Citrix, etc.).
  • Good working knowledge of Active Directory, MS Exchange, O365, Windows 7, 8, 10, and related Microsoft tools, enterprise class printers, conference room AV and telephony equipment, etc.
  • Ability to work independently and with team members located across several locations globally in an efficient and collaborative manner.
  • High degree of energy, accountability, initiative and innovation.
  • Excellent written and verbal communication skills.

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or ability required.
  • Creation & Management of global standard gold image(s) for end user devices including PC (physical and virtual), mobile and tablets.
  • Patch Management: design & development of global Microsoft patching capabilities.
  • Design & Development of global automated application deployment mechanism for standard software.
  • Contact hardware and software vendors and work with their engineers to escalate investigation and resolution of problems.
  • Implementation of Security standards as agreed upon with IT Security function.
  • Initiate and manage HW and SW lifecycle.
  • Build end user Deployments and Manage Rollouts of standard software.
  • Resolution of any escalated user tickets (L3 Support).
  • Provide Tier 2 IT support to onsite and remote end users on a variety of IT hardware and software issues as needed.
  • Comply with all relevant helpdesk and IT policies and procedures
  • Complete assigned tasks and projects in a timely manner without need for direct supervision.
  • Respond to off hours support in case of emergencies.
  • Participate in meetings, compliance and job-related training (including SOP reading, certification, etc.) as required.
  • Participate in root cause analysis and related documentation and communication.
  • Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.
  • Attendance and punctuality are essential functions of the position.

SUPERVISORY RESPONSIBILITIES: None.

TRAVEL REQUIREMENTS: Ability to travel domestic and internationally, approximately 10% of the time, including overnight stays as necessary, consistent with project needs and office location.

#IND123

#LI-SA1

#LI-HYBRID